AI-Enabled Workforce Management: What’s Possible Now

November 2021
By Donna Fluss

Introduction

Imagine a workforce management (WFM) solution that is easy to use and delivers accurate forecasts and cost-effective schedules. Even better, picture a highly responsive and mobile-enabled application that automates real-time intraday management, eliminating the need to input adjustments and empowers agents to control their own schedules. Of course, this solution is designed from the ground up to handle both voice and digital channels and incorporates artificial intelligence (AI) and machine learning to enable it to continuously improve its effectiveness. This may sound improbable, but it is attainable today because of the amazing innovations in the art and science of workforce management.

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