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 including:
- 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
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