Webinar: AI in Workforce Engagement Management: What You're Missing, and What’s Coming by Today Digital Webinars

About This Webinar

Generative AI, virtual agents, workflow automation... there's a lot going on in the world of contact center AI right now.

Yet, many service teams still evaluate random contacts in quality assurance (QA), rely on Erlang calculators in workforce management (WFM), and use leaderboards as their only gamification tool.

As such, they must first focus on the fundamentals and lay the foundations of a more efficient workforce engagement management (WEM) strategy. Then, they can begin to layer over AI.

After running through these fundamentals, this webinar will offer insight into the most enticing opportunities to start applying AI to these sturdy foundations.

From there, we’ll offer a sneak peek into where contact center AI is heading, underlining how all of this groundwork is mission-critical to the future of WEM and agent experience.

Agenda

5-min - Introductions
20-min - Presentation by Juanita (offering an overview of the current state of workforce management and quality assurance - and the opportunities she sees to improve the fundamentals and augment AI)
10-min - Discussion around how Zoom is delivering these AI capabilities
10-min - Presentation by Amy, sharing a glimpse into how Zoom plans to develop its WFM and QA solutions
10-min - Audience Q&A/Outro

Presenters

Charlie Mitchell

Senior Editor, CX Today

Charlie Mitchell is the Senior Editor of CX Today, a global platform specializing in customer experience news and insights, covering world leading vendors, trending topics and key technologies including contact center, CRM, AI, Workforce Optimization and more.

CX Today is a Today Digital publication, other group publications include UC Today and XR Today.

Amy Roberge

Head of Global CX Solutions Engineering at Zoom

As the Head of Global CX Solutions Engineering at Zoom, Amy leads a team who are trusted advisors and enables clients to envision how the Zoom platform can transform their CX strategy. In Amy’s extensive experience she has held a number of esteemed roles including VP of Technical Solution Engineering at Genesys, Director of Specialty Solutions Engineering and Demo Engineering at Twilio and 13 years at Cisco where she led a global team with a focus on technical sales and customer enablement. Amy is passionate about leveraging technology to deliver infinitely better customer experiences.

Juanita Coley

The Contact Center Whisperer

As a teen mom looking to gain employment in the workforce, Juanita found work to support her daughter in a call center. Adjusting to adolescent motherhood she focused on discovering opportunities to provide, Juanita was desperate to succeed, grow and even thrive despite being a young mother. One day while at work, she stumbled across a user manual called “Blue Pumpkin”. Diving deep into articles, updates and insight on current workforce management systems, Juanita discovered a liking for technology, system optimization, and the workforce management discipline as a whole.