Thursday, February 27
1:00 pm CT

Contact Center as a Service (CCaaS) and WFO: Together or Separate?

The new decade is off to a roaring start, as an increasing number of contact centers shake off their on-premises legacies and move to the cloud. But the decision to give up the burden of self-managing infrastructure is not the only choice to make.  More and more WFM professionals find themselves in the middle of a new choice:  should their company consider an all-in-one Contact Center as a Service (CCaaS) that has WFM included, or should they follow the traditional best of breed path?  What are the pros and cons of each option? Or can you have the benefits of both best of breed AND all-in-one? Join Sheila McGee-Smith as she helps us discuss the alternatives as we talk about the future of WFM and the choices that will dominate the new decade.

Workforce engagement professionals attending this webinar will learn:

  • The scenarios where CCaaS and “standalone” each work best
  • How artificial intelligence is already delivering innovation in the contact center
  • Real-world customer examples

Presenters:

  • Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC
  • Kristyn Emenecker, Senior Vice President, Product Strategy Group, Verint Systems, Inc.

Click here to hear the recording of this webinar:

 

Past Web Seminars

Developing Passion for People’s Preferences
Monday, June 17, 2019
1:00-2:00 PM CT

For decades, we in the contact center space have realized the importance of ensuring we have the right number of right skilled agents at the right time.  The culture has been changing and we all realize we need to empower the agents with more control of their schedules while still meeting the demands of the business.    This session will explore different paradigms to ensure preferences are considered while generating schedules.   Nick Martin and Paul Chance from NICE will be leading this discussion.

Presenters:  Paul Chance & Nick Martin, NICE

 

Driving Results Through Employee Engagement Initiatives
Tuesday, April 30, 2019
11:00 AM-12:00 PM CT

Employee engagement is more relevant than ever for industry leaders, as companies are adapting to changing employee expectations in the workplace, digital transformation, and the need to attract and retain top notch talent. In addition, employee engagement has a direct impact on staffing optimization and other key areas of contact center operations. NICE has unique angles and ROI considerations on this topic for organizations that want to drive higher employee engagement.

Attend this webinar and join the discussion about the business value of employee engagement initiatives for customer service and sales organizations. NICE will be sharing research data related to engagement initiatives, and discuss solutions to increase engagement through employee autonomy and improving the agent’s work-life balance.

Presenter:  Adam Aftergut, NICE

 

Planning for the Future: Artificial Intelligence within WFM is the New Reality
Thursday, November 15, 2018
1:00-2:00 PM CT

How can contact centers predict what their needs will be in 3 years or 5 years?    Technologies have improved not just the ability to create accurate forecasts with the help of artificial intelligence, but the need to provide solutions that are intuitive and easy to use.    The ability to model what if scenarios and provide innovated ways to reverse solve for different variables help contact centers be prepared for the future.

Presenter:  Paul Chance, Sr. Product Marketing Manager, NICE

Link to Presentation

Link to Recording

An Update on the State of Workforce Optimization (WFO) in the Cloud
Wednesday, September 27, 2017
12:00-1:00 PM ET

Just as most forms of software are migrating to the cloud, so is contact center software. In this webinar, well known industry analyst Paul Stockford of Saddletree Research will present some of his new findings on use and plans for WFO in the cloud based upon a survey of contact centers just completed in August. Learn about the primary motivators for moving to the cloud, how buying attitudes are changing, and what might be a low risk path to a complete cloud contact center.  Jeff Whitt of Aspect Software will follow with an overview of Aspect’s perspective on the cloud contact center and how Aspect Via WFM is delivering on the promise of the on-premises feature set in an Amazon Cloud SaaS environment. Don’t miss this webinar if you are seriously considering a cloud contact center.

Presenters:  Paul Stockford, President and Chief Analyst, Saddletree Research, & Jeff Whitt, Solutions Strategist, Aspect

View the Presentation