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AI-Enabled WFM Improves Customer and Employee Experiences


Consumer expectations have changed dramatically in the last few years, and many of the service tactics that worked for enterprises in the past are no longer effective. Companies need to modify their approach to interacting with their customers directly or via self-service if they want to deliver an outstanding experience. Organizations require solutions and tools that position them to “up their game” so they can address the changing expectations of customers and employees alike. The introduction of practical artificial intelligence (AI)-based technologies is enabling previously unimaginable innovations to make this a reality. The new generation of workforce management (WFM) solutions is one of the applications that is going to be instrumental in both driving and institutionalizing the enhancements that contact centers and other people-intensive organizations need to make to enable them to deliver a consistently cost-effective and outstanding customer experience (CX).

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