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How much historical data is needed for AI to improve forecast accuracy in workforce management?

By on May 9, 2020 in Artificial Intelligence, Q&A, Workforce Management
Question: I have heard about artificial intelligence (AI) being used in workforce management (WFM) solutions. How much historical data is needed for AI to improve forecast accuracy? Answer: Not surprisingly, the more data you have the more accurate the findings. AI-enabled WFM solutions leverage machine learning (ML), an AI technology that is effective at finding [...]
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The Transformation of WFM with Adaptive, Real-Time Intraday Management

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What’s New with Workforce Management?

By on October 16, 2018 in Newsletter, Technology, Workforce Management
What's New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give [...]
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The Uberization of Workforce Management

By on July 9, 2018 in Newsletter, Technology, Workforce Management
The Uberization of Workforce Management In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies [...]
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