Pivot! featuring Natalie Perez

During the 90’s and early 2000s, Thursday nights were, for roughly 25 million Americans, Must See TV night. NBC’s lineup of hit shows like Friends, Seinfeld, and ER, were a cultural phenomenon that lives on in memes and catch phrases like Ross’s “Pivot!” from season 5. Ross’s detailed plan for success didn’t turn out the way he planned.Software founders often have detailed plans for success only to find that the market is just as challenging as moving a couch up a set of switchback stairs. When the market spurned Natalie Perez’s first software venture, the company pivoted and found success in the QM and WFM space. Her new company, Cisne, is an AI-native WFM platform that is designed to solve the real challenges contact centers have been struggling to solve for decades. It entered public beta this week and she was kind enough to join the show to discuss a variety of topics related to Workforce Management. Topics covered include:• What is WFM?• Challenges with current WFM technologies• The role of AI Agents in Customer Experience• Balancing Efficiency and Customer Experience• Agent Well-Being and Burnout in Contact Centers• Lessons from Past Failures• Introducing the public beta for Cisne.ai – the AI-Native WFM solutionConnect with Natalie on LinkedIn – https://www.linkedin.com/in/pereznatalie/ Cisne – https://www.cisne.ai/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/