A Bold Vision For NewGen WFM

NewGen WFM is about embracing the changes that are reshaping the contact center landscape from an employee, customer and business point of view, and it also describes the push toward technological innovation with better WFM functionality that includes new intraday management capabilities. In this webinar, guest speaker, Donna Fluss, analyst and founder of DMG Consulting, will discuss the major cultural shift that is already underway, in what she has coined as the "uberization" of WFM.

April 19, 2016

Donna Fluss

President

DMG Consulting LLC

Donna Fluss is the founder and President of DMG Consulting LLC, a provider of contact center and analytics research, market analysis and consulting. For more than 30 years, Fluss has helped end users build differentiated contact centers and vendors develop solutions for the market. She is the author of the book, The Real-Time Contact CenterThe Contact Center QA Guide, and many annual industry reports.

Kyle Antcliff

VP of Marketing

Intradiem

Kyle is a thought leader on how a real-time workforce delivers a better customer experience. Before joining Intradiem, Kyle was Chief Operating Officer at TALENThire (workforce management) where he led the company’s growth and recognition as a Georgia Top 40 Technology Company. Prior to TALENThire, Kyle served as Vice-President International for Marketworks (eCommerce) where he played a key role in the Company's 65% annual growth and acquisition. Kyle graduated from Purdue University with a Bachelor of Science in Computer Information Systems and holds an MBA from Northwestern's Kellogg Graduate School of Management.

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