Your WFM Secret Sauce: The Right Mix of Agent Autonomy, Training and Guidance

On Demand

Agility is a core component of providing the staffing, scheduling, and real-time guidance to make life easier for contact center agents, managers and by association, customers. In this webinar, learn to:

  • Eliminate staffing headaches with the power of seamless, automated digital scheduling tools based on preferences, trade/bid/swap schedules and mobile-based self-serve scheduling modifications
  • Deliver real-time, just-in-time agent coaching, including on-demand, guided and behavior-based tools
  • Combine real-time guidance and a 360-degree customer view with personalized routing optimization, currently under development

Presenting:

Christina McAllister
Senior Analyst, Forrester

Presenting:

Paul Chance
Senior Product Marketing Manager, NICE

Presenting:

Lauren Maschio
Senior Product Marketing Team Manager, NICE

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Register for the On Demand Webinar

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