Post by shiyabul on Aug 20, 2024 21:00:29 GMT -8
Conversational AI technology, freeing up agent time and allowing them to be more productive with higher priority customer needs.
DANA SHALEV: Contact centers will seek out better WFM software that https://lastdatabase.com/ supports on-site, hybrid, and remote team members, providing greater flexibility and bolstering employee satisfaction. New-age WFM software will provide more detailed insights into RTA and historical adherence as contact centers continue to battle scheduling challenges, enable staff management, and support an evolving workforce while setting agents up for productive and successful interactions.
One critical tool to accomplish this is AI, which can quickly analyze data to provide the most accurate forecasts. AI can identify patterns of activity to predict when staffing fluctuations require scheduling adjustments. Therefore, business leaders have access to constantly updated forecasts, while being able to incorporate business rules and employee scheduling preferences. “CONTACT CENTERS WILL SEEK OUT BETTER WFM SOFTWARE THAT SUPPORTS ON-SITE, HYBRID, AND REMOTE TEAM MEMBERS…” —DANA SHALEV And, as agents report unplanned absences, automated systems can instantly forecast net staffing shortages and promote resulting shift openings to the right agents, avoiding overtime and targeting those most likely to opt-in based on their self-selected preferences.
DANA SHALEV: Contact centers will seek out better WFM software that https://lastdatabase.com/ supports on-site, hybrid, and remote team members, providing greater flexibility and bolstering employee satisfaction. New-age WFM software will provide more detailed insights into RTA and historical adherence as contact centers continue to battle scheduling challenges, enable staff management, and support an evolving workforce while setting agents up for productive and successful interactions.
One critical tool to accomplish this is AI, which can quickly analyze data to provide the most accurate forecasts. AI can identify patterns of activity to predict when staffing fluctuations require scheduling adjustments. Therefore, business leaders have access to constantly updated forecasts, while being able to incorporate business rules and employee scheduling preferences. “CONTACT CENTERS WILL SEEK OUT BETTER WFM SOFTWARE THAT SUPPORTS ON-SITE, HYBRID, AND REMOTE TEAM MEMBERS…” —DANA SHALEV And, as agents report unplanned absences, automated systems can instantly forecast net staffing shortages and promote resulting shift openings to the right agents, avoiding overtime and targeting those most likely to opt-in based on their self-selected preferences.