WFM Inflection Points with host, Clint Rice
Автор: Calabrio
Загружено: 2025-12-22
Просмотров: 124
Workforce Management is entering the most transformative period in decades. AI is accelerating decision-making, employee expectations are shifting, and operational models are being redesigned in real time. This panel brings together leaders who have built WFM programs, led transformation initiatives, implemented technology globally, and shaped frontline culture. Together, we’ll explore what’s changing, why it matters, and what the next ten years may look like for those responsible for staffing, performance, quality, and customer experience.
Let's connect: [email protected]
https://calendly.com/clintonrice/30min
Section Markers:
7:36 – (Dave Hoekstra) How is the traditional siloing of workforce and quality teams changing?
16:10 – (Juanita Coley) How is AI impacting workforce and where are there opportunities and risks?
36:50 – (Irina Hollatz) Where to focus, on process definition or tool selection?
42:20 – (Dan Smitley) What enables workforce teams to translate capabilities into operational change?
47:16 – (Ema Roloff) How do things in the contact center compare to other segments of the business in terms of digital transformation?
58:41 – Conclusion
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