The NICE User Group has named Marshall Kidd of eviCore its 2020 NUG Star for generously sharing his time and talents with the community. Read experts from the NUG Q&A to learn more.
Tell us about eviCore and your role in the organization.
eviCore provides benefits management for health care providers and their clients. We are part of the larger Express Scripts and Cigna organization. As a long range forecaster, I provide staffing requirements for up to 18 months in the future, forecast expected head count, provide recommendations on how many new hire classes to deliver and identify when agents need to be hired by and out of class by to meet coverage requirements.
How did your workforce management career begin?
It was pure happenstance! I started my working life in retail. When the recession hit in the early 90s, a temp agency placed me in an outbound sales position doing telemarketing for a long distance company. I worked as a customer service and quality assurance agent before getting my feet wet in workforce management as real-time intra-day staff.
What are of workforce management are you most passionate about?
I found forecasting to be my forte. I could look at a series of numbers and progressions of what I was looking at, whether it be intraday weekly or the patterns, and I'd see what was off and start to recognize what to fix, what to look for, and I could get very precise.
What made you want to join the NICE User Group and what you get out of it?
I frequently engage with workforce management professionals to discuss various approaches and best practices. And, since there is no college degree specifically in Workforce Management, I believe in passing on what I have learned!
You’ve been named the 2020 NUG Star. Tell us about why you’re receiving this award.
In recent years, I have taught myself how to write SQL queries and build Tableau dashboards using data either directly from the NICE IEX tables or extracted from those tables and saved to a SQL database. I shared code I developed in the NUG forums, and Sherri Hollobaugh, who sits on the NUG board, recognized the amount of time it would save other members who operate in a premise based environment.
You have experience with all the major WFM platforms. Where do you think NICE WFM shines?
The NICE WFM application is very intuitive. It is easy to learn and easy to utilize. I’m excited about the AI Forecasting module we're implementing where we’ll gain the ability to choose what forecast model to use that works best for the circumstance. That is leaps and bounds above what I’ve seen any other platform offer. With the back office module, we’re able to understand the time it takes to complete off phone tasks and establish timelines, and NICE is in the forefront, giving us actionable intelligence.
The Race for Super Snug
Two months remain in the fierce, competitive battle for title of Super Snug. Will Tony Hawkins hold on to this coveted ? Will Andrew Krueger reclaim his former title?
Sales members of the NICE User Group (SNUGs) accumulate points as their clients participate in reference activities.
What’s in it for you?
- Customers earn points for reference activities.
- Just like your customers, you accumulate and can redeem reference activity points.
- Send NUG-branded backpacks, socks or other promotional items to surprise and delight clients.
- The top performing Super Snug annually will receive a $500 VISA gift card.
Current standings:
Andrew Krueger - 20,840 Points
Brian Lock - 17,895 points
Dave Young - 13,460 points
Tony Hawkins – 9,470 points
Matt Naworski – 7,190 points
Keith Darter – 7,000 points
Tony Hawkins, 2021 Super Snug
‘Tis the Season to Cash in your NUG Points
If you’ve earned 350 or more points, you can choose from an assortment of newly added NUG-branded merchandise as a thank you for your contribution to the NICE User Group community. Act now! Your NUG points expire December 31. To check your account balance, simply log into NUG and click the YOU tab. Select the number underneath your profile picture to begin the redemption process.