Empowering the Future Workforce: Cut Costs, Boost CX and Retain Top Talent

Balance agent empowerment with efficiency to build a future-ready contact center.

Agent challenges don’t exist in isolation – they directly affect turnover, CSAT, productivity and costs. In today’s hybrid contact centers, engagement is harder than ever and traditional scheduling models often fail to meet evolving needs.

Join Francis Simon, WFM Senior Solutions Engineer, South Asia and Middle East at NiCE and Jorg Both, Head of Business Systems at Northline, as they explore how modern contact centers can empower agents while driving efficiency and business results.

Discover how intelligent automation and AI are reshaping workforce management to:

• Reduce manual scheduling processes
• Optimise net staffing across dynamic channels
• Increase agent satisfaction and retention
• Achieve cost savings without compromising CX Learn how organisations across APAC can future-proof their workforce strategy by balancing agent empowerment with measurable business outcomes

Key takeaways:

• Understand how agent engagement drives turnover, productivity, CSAT, and overall costs in hybrid contact centers
• Learn why traditional scheduling models no longer meet the needs of today’s evolving workforce
• Discover how AI and automation streamline scheduling and optimise staffing across dynamic channels
• Explore strategies to boost agent satisfaction and retention while reducing operational costs. 5. Gain practical insights on balancing agent empowerment with efficiency to create a future-ready workforce strategy