Presented by: Donna Fluss, President and Founder of DMG Consulting LLC and
Andrea Matsuda, Manager, Product Marketing, WFM, WA, CX, NiCE
https://bit.ly/3OqjGil
Back office operations are the next major frontier for Workforce Management (WFM) solutions as organizations strive to improve their customer journey. The reality is clear: a company can’t consistently deliver a great real time CX in the front office when the back office is operating on yesterday’s tools and processes. AI driven WFM is emerging as a powerful engine for optimizing CX-centric back-office functions and activities, which are also sometimes referred to as the mid-office.
This session highlights how modern WFM brings clarity, predictability, and oversight to back office work that has traditionally been hard to track, measure, and manage — improving the enterprise’s throughput, accuracy, and employee experience
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