It’s the year of workforce management (WFM). Interest in workforce planning has been picking up over the last few years as companies have searched for ways to improve employee engagement while keeping costs down. Identifying approaches to increase scheduling flexibility, enhance employee self-service, improve long-term planning, and provide oversight for an increasingly remote workforce, is an enterprise concern and opportunity, although contact centers have it toughest, as they have little apparent flexibility. While contact centers are striving for agility, the addition of digital channels is adding new levels of complexity to forecasting and scheduling employees. Join this webinar to learn:
- How the digital transformation is changing the contact center workforce management challenge
- How workforce planners are handling the adoption and integration of digital channels
- The importance of self-service for improving contact center agility and agent work/life balance
- The impact of digital on KPI’s such as Utilization, Occupancy, AHT, etc...
- The need for a next generation of machine learning to handle digital as a new dimension of data, not simply another skill group