Tuesday, October 26, 2021
1:00-2:00 pm CT

How to Use Behavioral Decisioning for More Flexible Scheduling.

Flexible work schedules have been a hot-button topic in many industries since long before the pandemic caused organizations to rethink how and when employees work. In one pre-pandemic survey, 96% of employees said they needed flexibility, yet only 47% (and just 34% of women) reported having access to the types of flexibility they needed. Today, as companies prepare to bring workers back to the office in varying degrees, many leaders continue to struggle developing new models and strategies that balance the needs of workers who increasingly expect flexibility with the demands of the business.

This webinar will explore best practices on leveraging past behaviors to provide increased scheduling flexibility.

Speaker: Robert Dvorscak, NICE

Click here to listen to the recording of this session.


Wednesday, October 27, 2021
1:00-2:00 pm CT

How Contact Centers Can Succeed Amidst the “Great Resignation.”

The pandemic has shifted what agents want out of their employers and careers. In the wake of the “Great Resignation,” service leaders are struggling with hiring and retention in a fiercely competitive marketplace for talent. It’s time for contact centers to reimagine their workforce operations, invest in the agent experience, and prioritize flexibility in order to attract, retain, and nurture the best talent.

In this session, join contact center industry analyst Sheila McGee-Smith in conversation with expert panelists from Estée Lauder, Move Inc, and Salesforce as they discuss:

  • Trends shaping the contact center of the future from hybrid workforce models to flexible agent schedules and real-time training
  • Why flexibility in the contact center is here to stay and its impact on workforce planning and agent engagement
  • How new technology solutions are enabling both workforce and service agility to exceed customer expectations

Sheila McGee Smith, President & Principal Analyst, McGee-Smith Analytics
Debbie Neuberger, Senior Vice President Service Operations, Move, Inc.
Shannon Marowitz, Executive Director – Head of Global Education, Knowledge, Quality & Social, The Estée Lauder Companies Inc.
Madhav Thattai, VP, Strategy & Operations, Salesforce

Click here to listen to the recording of this session.

Speaker Bios:

Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. Sheila is a frequent contributor to No Jitter.

As Senior Vice President of Customer Care, Debbie Neuberger is responsible for leading the Customer Service operations for realtor.com®. For more than two decades, she has helped create and deliver industry-recognized service to our Realtor.com® customers and consumers. She brings a wealth of call center best practices, focused on operational efficiency, while delivering customer value and satisfaction. Debbie has more than 25 years of leadership experience in customer service operations, marketing and sales roles.

Shannon Marowitz leads the Global Education, Knowledge, and Quality Center of Excellence at the Estee Lauder Companies and is based out of their NYC headquarters. After spending her early career mastering critical business roles with a boots-on-the-ground approach, Shannon knows the value that exceptional consumer experiences and technology have on driving business results and sustaining a healthy work culture. Shannon passionately believes in unlocking the full potential of employees at all levels with a keen balance between fiscal agility and implementing cutting-edge technical innovations.

Madhav Thattai serves as the VP of Strategy & Operations at Salesforce. Prior to joining Salesforce, Madhav led go-to-market strategy and product marketing at Google and was the COO of Rigetti Computing, a full-stack quantum computing company based in Berkeley, California. Madhav also worked at Dell Computing for eight years in a variety of roles, most recently as Director of Product Operations.

On-Demand Webinar

Plan for Great Service with the Right Agent at the Right Time with Workforce Engagement.

This last year we saw unpredictable surges and dips in service volumes, leaving many contact centers dramatically under or overstaffed. With the shift to working from home and customer engagements going all-digital, many service employees weren’t equipped with the right resources to be successful.

Watch this on-demand webinar to learn how our new product, Service Cloud Workforce Engagement, is helping companies and teams succeed no matter the circumstances with intelligent forecasting, omnichannel planning, flexible and human-centric scheduling, and agent skilling and empowerment.

Speaker: Uri Pintov, Sr. Director of Product Management, Salesforce

Thursday, August 19
11 am- 12 pm CT

Flip the Script on WFM.

Workforce Managers have a tough, thankless job. Managing staff on a “calm” day is difficult enough, but how often is your center “calm”? Intelligent Automation gives WFMs the technology they need to make each day run smoothly despite never-ending intraday changes. In this complimentary session, you will learn how companies use automation to:

  • Reduce costs by boosting efficiency
  • Eliminate massive daily manual entries
  • Get a seat at the table to set strategy

Join WFM industry leaders to learn, discuss, and explore the future. Brought to you by Intradiem. – Speakers: Derek Eck, Director of Customer Success, & Nathan Belfield, Customer Success Manager, Intradiem

Watch the Webinar

Wednesday, June 30
11:00 am-12:00 pm CT

Balance Work-from-Home and Office Staffing: WFM Tools to Enable the Work-from Anywhere Workforce

With COVID-19 vaccines becoming more prevalent and people feeling better about being in public spaces, more companies are considering if, when and how to bring employees back to the office. There is still uncertainty about how safe it will be to return to a traditional centralized contact center model or whether we should keep the workforce at home.

Many contact centers are evaluating hybrid approaches, using both remote and on premise schedules. In this webinar, Aspect subject matter experts will discuss how workforce management features can be used to seamlessly enable “work-from-anywhere” agents. We’ll also review the how to leverage a mix of remote and in office workers to get the best of both worlds.

Eric Hagaman, Senior Product Manager – Alvaria
Ryan Walsh, Product Marketing Specialist – Alvaria

Click here to view the recording of this web seminar.

Past Web Seminars

Developing Passion for People’s Preferences

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

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

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

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