Date: Thursday, April 4
Time: 11:00 am-12:00 pm CT
Cigna Case Study: Saving Time and Money with Contact Center Automation
Are you tired of wasting valuable resources on repetitive tasks such as rescheduling callback times or messaging support staff? Automation has been a game-changer for Cigna’s call centers.
Join this webinar to hear Shannon Scott and Kevin Pickett from Cigna’s WFM team as they share their journey in identifying automation opportunities, eliminating operational and WFM pain points, and improving the agent experience. Larry Swift from Intradiem will join to provide additional insights about what’s next in automation.
You’ll hear how their dedicated team identified and automated several routine and time-consuming tasks such as:
- Offering incremental VTO throughout the day
- Allowing agents to choose their own breaks without an adherence hit
- Ensuring callbacks are completed by the right agents only as time is needed,
- Confirming schedules are compliant with state labor laws, and many more.
Speakers: Shannon Scott & Kevin Pickett, Cigna, & Larry Swift, Intradiem
Click here to register for this web seminar.
Date: Tuesday, April 2, 2024
Time: 11:00 am – 12:00 pm CT
WFM Best Practices for the Back-Office.
Workforce management (WFM) solutions for the back-office are now available to provide transparency into the workload, backlog, and employee performance. These solutions help to match the workload to skilled resources, track and reduce back-log, and measure and improve employee productivity. Join this webinar to hear Andrea Matsuda of NICE and Donna Fluss of DMG Consulting discuss WFM best practices to enhance back-office operations. The takeaways from this webinar are:
- An appreciation of the capabilities of modern back-office WFM solutions
- How these solutions provide transparency and visibility into back-office operations
- Best practices to enable organizations to realize the greatest benefits from these solutions
Speakers: Donna Fluss, DMG Consulting, & Andrea Matsuda, NICE
Click here to register for this web seminar.
Date: Thursday, February 22, 2024
Time: 10:00 – 11:00 am CT
The Human Side of AI and Automation. Contact center agents are responsible for delivering great brand experiences, and AI-driven solutions are set to streamline routine tasks, unlocking a new level of self-service and efficiency.
As a result, human agents will face the most emotionally charged and complex interactions, leading to increased stress, burnout, and high attrition rates that already plague the industry. The potential impact on your brand and the customer experience is at stake.
Join Intradiem’s Larry Swift, VP Solution Consulting, and Ted Lango, SVP Business Enablement, to explore the pivotal role of automation in shaping the future of contact centers, specifically how to support agents. It’s not just about productivity – it’s about their success and wellbeing.
During this webinar, you’ll:
- Learn how automation can help prioritize agent development and provide customers with exceptional service
- Understand how AI can proactively identify signs of burnout and attrition risk, providing supervisors with invaluable insights to support their teams.
- Explore why it is time to redefine the role of agents in the era of AI, focusing on the critical importance of agent well-being and engagement.
Speakers:
Ted Lango, Intradiem
Larry Swift, Intradiem
Jim Simmons, Queueless
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Date: September 14, 2023
Time: 10:00 – 10:45 am CT
Busting Burnout – How you can use AI to predict and dramatically reduce Contact Center Attrition. Are you tired of the revolving door of agent turnover draining your resources and morale? You’re not alone. The cost of replacing just one burned-out agent can skyrocket up to $35,000—a financial sinkhole no contact center leader can afford to ignore.
You might think you know the reasons—rigid schedules, irate customers, inadequate training—but knowing the problem is only half the battle. The real challenge? Taking timely, effective action to re-engage your team before it’s too late.
We invite you to attend a 45-minute webinar that will revolutionize how you approach agent burnout. Discover how cutting-edge Artificial Intelligence (AI) cannot just identify but actually predict which agents are on the brink of burnout. Imagine being able to take proactive steps to retain your best talent and slash those crippling attrition rates.
What You’ll Gain:
– Actionable strategies for onboarding that set new hires up for success
– The secret role of targeted training and coaching in agent retention
– People-first tactics that prioritize well-being and supercharge engagement
– Exclusive insights into the latest Machine Learning models designed to predict—and prevent—agent burnout
Don’t miss this opportunity to turn the tide on agent attrition and secure the future of your contact center. Reserve your spot now and take the first step towards a more engaged frontline team.
Speakers:
Chris Busbee – Vice President, Product Management, Intradiem
Ted Lango – SVP, Business Enablement, Intradiem
Date: Wednesday, July 26, 2023
Time: 11:00 am-12:00 pm CT
Fixing the WFM Challenges. Workforce management solutions should be instrumental in improving the customer experience and employee engagement while enhancing productivity. The goals for WFM are clear, but determining how to achieve them can be challenging. Join this webinar to hear from Andrea Matsuda of NICE and Donna Fluss of DMG Consulting to learn about new approaches, best practices, and tips for fixing WFM challenges, including:
- How to fix ineffective forecasting for digital and long interactions
- What to do when agents ask for more “say” in setting up and managing their schedules
- How to address fixed shifts, breaks, and lunches
- How to re-allocate staff in real-time for intraday management
Speakers: Donna Fluss, DMG Consulting, & Andrea Matsuda, NICE
Click here to listen to the recording of this web seminar.
Date: Wednesday, May 3, 2023
Time: 12:00pm CT
Managing More Than Just Your Workforce: Your Boss is Managing You, But Are You Managing Your Boss? You’re doing a great job of supporting your agents and your peers. You are killing your job description and service levels have never been better. You even have an incredibly supportive boss! But for some reason your career isn’t moving up like you thought it would. You’re being managed well, but are you managing your boss well? Come join Dan Smitley as he discusses what managing up means, why it’s important to you and your WFM career, and some tips on how to manage your boss well. – Speaker: Dan Smitley, Call Design
Click here to listen to the recording of this web seminar.
Date: Tuesday, May 2, 2023
Time: 10:00-11:00 am CT
How is your Capacity Plan Holding Up? Real-world circumstances have a knack for puncturing even the most air-tight workforce capacity plans. The only certainty is that uncertainty is coming, and you’ll need to adjust. Is your plan flexible enough to keep up?
Seasoned WFM leader Ted Lango and Larry Swift will present an innovative new approach to capacity planning, including how to leverage intelligent automation to extract maximum value from real-time data, and how to use Monte Carlo simulation to create flexible plans based on a range of possible outcomes. Workforce capacity challenges are multidimensional. Your response should be too.
Learn how technology can deliver additional capacity that you can allocate in ways that make the most sense for your operations and help you to better serve your customers and agents.
Key takeaways:
Understand why capacity plans are often so fragile
Learn how to leverage automation to create genuinely flexible capacity
Leverage Monte Carlo simulation to minimize risk to capacity plans
Speakers: Ted Lango, Senior Vice President and Larry Swift, Vice President of Solutions Consulting, Intradiem
Click here to listen to the recording of this webinar.
Date: Wednesday, March 29, 2023
Time: 11:00 am-12:00 pm CT
Recession Proof Your Contact Center. Rumors about an imminent recession can cause fear in our personal and business lives. Many companies have already made difficult decisions because of anticipated budget cuts and limited spending. These agonizing organizational directives often come with more stress. However, workforce planners have the power to limit the effects of this looming recession on their business and people alike. By leveraging the best technology and keeping their employees engaged, workforce planners can create an environment that stands a chance against this economic uncertainty.
In this session, we’ll cover how workforce planners can “recession-proof” their contact centers by leveraging best-of-breed workforce management solutions like Alvaria Workforce to:
• Reduce costly and preventable forecasting inaccuracy
• Create operational excellence by eliminating time-consuming tasks
• Offer employees more flexibility and control over their work/life balance
• Increase employee engagement
Speakers: Eric Hagaman, Senior Product Manager and Natalie Mackay, Senior Product Marketing Manager, Alvaria
Click here to listen to the recording of this webinar.
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
Speakers:
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.
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
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.
Speakers:
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
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