AI in Workforce Engagement Management

Many service teams still evaluate random contacts in quality assurance (QA), rely on Erlang calculators in workforce management (WFM), and use leaderboards as their only gamification tool.

As such, they must first focus on the fundamentals and lay the foundations of a more efficient workforce engagement management (WEM) strategy. Then, they can begin to layer over AI.

This webinar will offer insight into the most enticing opportunities to start applying AI to these sturdy foundations.

It also gives an overview of contact center AI’s future direction and emphasizes how important this foundation work is to WEM’s future.