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Transform WFM with AI
Presented By: NICE
Contact centers undergoing digital transformation need a WFM overhaul
DMG
explores how companies must address the changing expectations of their
customers, but also do the same for their employees. Customers want to
interact via digital channels, while employees want scheduling flexibility. New
AI WFM solutions can handle asynchronous interactions, and with new algorithms
for forecasting and employee self-service, they can allow agile scheduling
processes too.
Dive
into the capabilities of today’s WFM:
- Administer
asynchronous interactions, especially those that start in one channel and
then transfer to a different one
- Measure
and track activities that did not previously exist when most WFM solutions
were designed
- Modify
the staffing of a contact center in real time according to unanticipated
changes
- Use
self-service to engage employees in the scheduling process while
eliminating the need for supervisory oversight