Unnati Patel joined the NUG board in 2013 and held positions as the NPM and Workforce Management Reporting chairs. She has served as the Director of Business Applications since 2015.
Before we ask you about your role on the NICE User Group Board of Directors, will you tell us about your current job responsibilities?
Currently we have about 900 agents under automotive services that I manage. From my standpoint I’m responsible for annual budgets based on call volume and how many people we are hiring and running day-to-day business. It’s quite interesting. We’ve grown from 11 to 13 states, and we help plan for every scenario – hurricanes, tornadoes – managing all sorts of conditions.
What path led you to AAA?
I was working for Sitel/GM, and I wasn’t looking for a job. A recruiter contacted me and asked me to apply, and the next thing I new I was working for AAA! I’ve been at AAA for over 16 years.
Tell us about your experience using NICE solutions.
My experience with NICE is with the workforce management solution. It was quite interesting. On my first day working at AAA, I went to my job I saw the WFM schedule management screen and I thought “What in the world is that?” And now I’m an expert on it! I’ve learned everything about it. I have gone from forecaster to scheduler to real time manager to workforce management … I have used the system in every respect it can be used. Now I use it at a very high level, but I love how the system is designed and how fast I can get information and check things out.
What do you like best about the NICE User Group (NUG)?
When you talk about workforce management at work, not everyone knows what you are talking about. When you get in the WFM forums of NUG, everyone is speaking the same language. You can connect with someone who really understands your lingo and understands what you’re talking about.
Tell us a little about you, personally.
I am passionate about what I do to help others.
I’m originally from India. I moved to Michigan with my family in 1996. I’ve been married for 20 years and have an 18 year old daughter and a 15 year old son.
I really enjoy traveling. I love nature. I don’t care how cold it is, I’ll put on a layer of clothes and get out and walk.
What advice would you like to offer to those just starting their careers in technology?
Technology is not something you can learn in seconds. You have to understand, read and practice on your own. Trial and error is a good learning tool. A good example – my son, when he was 13, we told him to build a computer. We gave him a computer to take apart, and watched him put it back together. You have to learn and know the parts and build your confidence in what you do.
How did you come to join the user board?
I was at the NICE Interactions conference, I saw the board and recognized a great opportunity to help out and learn from others. They gave me the application at the conference, I filled it out and joined the board right there at the conference! You don’t learn new things unless you are out there seeking it. Even giving information out you can learn from others.
How has COVID-19 impacted your business?
We have five call centers, and one at a time, our centers are making boxes for our agents with a computer, monitor, screen and phone. We created a video to teach them out to set up. We have moved over 850 people to work at home. We are entirely mobilized to work from home and we have closed our buildings due to COVID-19. Everyone is working so hard!
You have a lot of experience planning ahead for natural disasters (hurricanes, tornadoes) that can disrupt service levels. What guidance can you offer to those looking to establish disaster planning strategies in their organizations?
We had a solid disaster recovery plan in place and were testing work at home already. Ten percent of our agent population was working at home so we already knew what worked and did not work. It put us ahead of the game with COVID, having our disaster recovery plan in place.
What do you like most about doing business with NICE?
The NICE team is always pleasant. I’ve never had an issue dealing with a NICE person at all. NICE uses our feedback on how to make the system better. That’s what I like about it.
