Andrea Matsuda’s Post

One Medical’s member experience is powered by intelligent uses of technology, including a mobile app that helps schedule appointments, renew prescriptions, and message with a provider. Tracey Burwell, VP of Operations, explains that consistent, quality care is ensured through a unified platform with NICE. Learn more on NICE Customer Stories: https://bit.ly/4enr45U #NICECustomerStories #CustomerExperience

Some things are simply better together. The classic peanut butter and jelly sandwich is a perfect metaphor for another powerful duo: CXone and NICE Workforce Management (WFM). Just as PB&Js make lunch more manageable for parents and enjoyable for kids, pairing NICE WFM with CXone makes overseeing the contact center more manageable for leaders and enjoyable for agents. Read NICE's blog to find out more: https://lnkd.in/ghDKjBSn #CustomerExperience #WFM #WorkforceManagement

Back office issues can really slow things down, but successful companies know how to use them to improve customer experiences. Aberdeen Strategy & Research has a great report with tips on how to do the same.  Worth a read: https://bit.ly/4e9nzA9 #WorkforceManagement #BackOffice

🎉 Attention, NICE customers! We’re excited to announce the annual NUG Conference is happening on October 15th at the Kimpton Clocktower Hotel, Manchester! 🎉 Join us for exclusive insights into the latest trends, best practices, and strategies for tackling the challenges that digital channels bring to Workforce Management (WFM). Don’t miss this opportunity to connect, learn, and exchange experiences with industry peers. Register for free today! 🔗https://lnkd.in/g5ikvavp #NUG #CustomerExperience #WFM #WorkforceManagement

TD strives to be a leader for contact center best practices. A longtime NICE partner, TD Bank began using NICE Employee Engagement Manager (EEM) in addition to NICE Workforce Management (WFM) in 2018. With NICE, the company has removed manual processes, integrated several business functions into one platform, and enhanced productivity. Learn more on NICE Customer Stories: https://bit.ly/4gpcBIt #NICECustomerStories #CustomerExperience #WorkforceManagement

If you have attended some of my webinars or read some of my blogs, you will know that I believe that employers can engage and retain employees by offering simple things such as flexible scheduling. Of course this is sometimes easier said than done (I was at one time the only WFM analyst scheduling for 200 agents on a basic software that mostly relied on Excel). However, with leading WFM solutions like NICE it is easy and automated. While flexible scheduling is an important benefit for your employees, I wanted to voice the importance of LOA. I have been reflecting on how grateful I am that the company that I am employed at offers such a great parental leave program. I have several friends who do not get any paid leave from their respective employers. When thinking how you can better retain your employees, reflect on what benefits you offer and to those seeking jobs, be picky if you can, there are many companies that have great benefits and flexibility. Thank you NICE for allowing me this precious time to take care of my son.

Check out my thoughts and other industry leader's tips and tricks for contact center scheduling.

It’s time to adopt transformative AI solutions for business gains in back office work. Tune in for expert insights from Nathan Stearns,VP of WFO Product Strategy at NICE , to hear how workforce strategies can create efficiency in the back office 🎙️ https://bit.ly/4fizyg6 #BackOffice #WorkforceManagement

Out with the old, in with the new. The catchword for today’s WFM is "engagement"! Tune in to this weWFM podcast with Wayne Mitchell, Planning & Scheduling Manager at EE, and Graeme Gabriel, WFO Solution Consultant EMEA at NICE, to hear how EE engaged employees and drove efficiency with NICE's Workforce Management solutions. Listen here 🎙️ https://bit.ly/46gh6jM #WorkforceManagement