WFM Re-Imagined for the Post COVID-19 Workforce

Thursday, November 12, 2020 | 2:00 p.m. EST

Presenting:

Donna Fluss

President
DMG Consulting LLC

Paul Chance

Sr. Product Marketing Manager
NICE

Presenting:

Jane Cummins

Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins

Head of Strategy & Change, Direct Service, AIB

2020 has been a strange year and one the world will not forget. The pandemic’s impact on businesses, contact centers and the customer experience is going to be long-lasting. The coronavirus accelerated the pace of change in positive ways, including for workforce management (WFM). Companies need highly responsive, AI-enabled and mobile-supported WFM solutions to support a flexible workforce, work-from-home, merging of front- and back-office employees, as well as in-office agents/employees. In summary, staff planning, forecasting and scheduling techniques that worked in the past are unlikely to be effective in the post-COVID world. Join this webinar to learn:

The challenges workforce managers are confronting as they strive to forecast and schedule post-COVID-19
How the transition to self-service and digital channels is driving changes in contact center planning and staffing
The growing role of intraday management and mobility in delivering an outstanding CX

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