The Power of Purpose, People, and Technology Driving Results
In today’s fast-paced world, combining purpose, people, and technology is key to achieving great results. A recent event showed just how powerful this mix can be, and while the politics of it got a lot of attention, I’m more interested in the principles that made it happen. The Event: A Case Study in Action […]
What are the Key Characteristics of a Successful WFM Person?
https://youtu.be/0Fmvbf6P8dE Authored by: Juanita Coley Guest Interview: Jay Silva Hey, hey, hey guys, and welcome to another episode of WFM Tipsy Thursdays! And we’re here to share valuable insights and tips to help you excel in the world of workforce management. This week, we’re diving into a topic that is crucial for anyone in the […]
AI and Cloud Migrations are upon us, and it impacts your CAREER
https://youtu.be/QVXt0VOiww8 Authored by: Juanita Coley Welcome back to another episode of Tipsy Thursdays, where we dive into the latest trends and insights that are all about EX, CX and Workforce Management. Today, we will be talking about a topic that’s becoming increasingly relevant in today’s tech-driven world: AI and cloud migrations. This shift is not […]
Zoom Workplace: Transforming Work into a Human Experience
In today’s fast-paced work environment, where remote and hybrid work setups are becoming the norm, the need for seamless communication and collaboration tools has never been more critical. Zoom has taken a giant leap forward with the introduction of Zoom Workplace, a collaboration platform with AI Companion capabilities aimed at reimagining teamwork and enhancing the […]
What is an Arrival Pattern?
Authored by: Juanita Coley Guest Interview: Jenn Jones Hey, hey, hey guys and welcome to another WFM Tipsy Thursdays! In this week’s episode, we’re diving into the importance of understanding call arrival patterns for effective staffing and scheduling. Buckle up, because this episode is packed with insights that will transform how you view call volume […]
Customer Care Dilemma: To Hire a VA or Build In-House?
Authored by: Juanita Coley Hey there fellow business owners, Juanita Coley here! So, let’s talk about a dilemma many of us face: handling customer communication. Picture this – you’re running a business with around 500 clients, and every day, your inbox and phone are bombarded with inquiries, messages, and calls. You’ve got a Virtual Assistant […]
Who is more important, the Employee or the Customer?
https://youtu.be/0CZGRTl5txw Authored by: Juanita Coley Hey there, welcome back to another episode of Tipsy Thursdays! In this week’s episode, we’re diving into a question that sparked quite a debate on social media recently:Who’s more important, the employee or the customer? The Great Debate: Employees vs. Customers Now, if you’ve been following me online, you know […]
WFM and Impacts on EX
https://youtu.be/jI9q2toC5s4 Authored by: Juanita Coley Guest Interview: Matt Armbruster Welcome back to another episode of Tipsy Thursdays where we talk everything about WFM, EX and CX!. In this episode, we will dive into the world of Workforce Management (WFM) and its profound impact on Employee Experience (EX). Often misunderstood or underestimated, WFM plays a crucial […]
Verint TimeFlex Bot: Redefining Contact Center Agent Scheduling with AI
Verint® has unveiled a groundbreaking solution to revolutionize contact center operations. The recent announcement at Enterprise Connect 2024 introduced the Verint TimeFlex Bot, a sophisticated AI-powered tool designed to redefine agent scheduling flexibility and elevate the employee experience to unprecedented heights. Empowering Agents with Flexibility At the heart of the Verint TimeFlex Bot lies a […]
What is EX (Employee Experience)?
https://youtu.be/DlhzdoEpZPo Authored by: Juanita Coley Hey there! Welcome back to another episode of Tipsy Thursdays. This week, we’re diving into a topic that’s been buzzing around lately: Employee Experience. I recently got asked about it, and then, just a couple of days later, I stumbled upon a post discussing it. So, let’s hop into it […]
Open Platform, Open Possibilities: Verint’s Vision for a Silo-Free Workforce Management
“We are still a Workforce Management company; we just have a bigger workforce to manage,” my absolute favorite response came from Dan Bodner as he answered a question at the recent Verint Analyst Days 2024 event in Dallas. I’ve heard him address this question countless times since Verint embarked on the mission to be an […]
RingCentral Revolutionizes Business Communications with AI-Powered RingEX
In a groundbreaking announcement at Enterprise Connect 2024, RingCentral, Inc. unveiled its latest innovation: RingEX, the rebranded flagship solution enriched with real-time AI capabilities under the name RingSense™ AI. This transformation marks a significant leap forward in the realm of business communications, positioning RingCentral as a pioneer in integrating AI across phone systems, messaging, meetings, […]