The Transformation of WFM with Adaptive, Real-Time Intraday Management
By Donna Fluss
In the past two years the pace of innovation in contact center WFM has been revolutionary, with artificial intelligence (AI), automation and analytics leading the way. The modernization of WFM solutions is in its infancy, with a great deal yet to come. Intraday management modules are in the process of being re-designed and re-engineered to give contact centers the flexibility to respond on a real-time basis to their dynamic operating environments.