Elevating Workforce Management: Balancing People, Processes, and AI Technology
Considering how the balance of People, Process and Technology shifts in the AI era at the contact center
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Building a world-class Workforce Management (WFM) practice requires aligning People, Processes, and Technology. Technology plays a vital role, growingly with AI, but understanding and evolving WFM processes is key for successful automation. As manual tasks decrease, people, in the form of WFM professionals, shift to overseeing the AI-optimized WFM. In the end, it’s people — customers, agents, and management — who will benefit from more efficient, AI-powered WFM.