CCMA Sponsor Webinar - NiCE - The AI Augmented Contact Centre: Orchestrating Human and Agentic Workforces.
Date: 29/04/2026
Venue: Webinar 11 a.m.
This webinar will unpack the operational impact of this blended workforce across key areas and help understand how contact centre operations must be cognitive of how this new blended resource will impact the operation.
We will be discussing:
- KPI transformation - How traditional metrics like AHT, service level, and occupancy evolve when AI absorbs a significant share of interactions
- Planning Complexity - Why workforce planning must adapt to account for non-linear demand, AI containment rates, and dynamic handoffs
- Demand forecasting - How forecasting models change when AI introduces variability, deflection, and new interaction patterns
Our Panellists
- Graeme Gabriel WFO Solution Consultant Nice.
- Claire Eltringham-Robson, Manager Solutions Engineering WEM, Nice
The webinar will commence at 11 a.m. and conclude no later than 11.45 a.m.
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