2023 SWPP Annual Conference

01:45 pm – 03:00 pm

Preparing for a Smarter AI-Driven Employee Journey

Contact centers are increasingly adopting artificial intelligence (AI) technologies to automate and improve operations.  These AI-driven solutions are impacting contact center employees in many ways, from onboarding and enablement to speed and efficiency of handling daily workloads. In this session, Robert Beasley, director of strategic solutions – WEM, and the Genesys team will walk you through an AI-driven employee journey that will demonstrate how AI is enhancing human qualities in the contact center.

08:00 am – 09:00 am

Genesys Hosted: Behind Close Doors Session

Join us at the Genesys-hosted: Behind Close Doors session. Our Genesys WEM experts will be unveiling some exciting news about the Genesys Cloud EX solution, and the WEM capabilities within Genesys Cloud, and discussing strategies to optimize the workforce planning processes.

01:45 pm – 03:00 pm

60 Ideas In 60 Minutes - Panel

Led by Genesys, Chuck Swain, SR Global WEM, this fast-paced session with a panel of vendor experts will give attendees a practice idea each minute.  This is not a sales pitch for products.   These are the vendor experts that can provide tips on how to get the most out of a WFM investment from the early planning stages, implementation, training, and ongoing use. This format will give you some last-minute tips to take home and implement immediately!