Successfully managing a contact center requires a collaborative, multidisciplinary approach to handle a broad range of operational and tactical tasks. Planning, day-to-day operations and quality management must be seamlessly orchestrated, along with human resources functions like recruitment, learning and development, and employee scheduling. But too often, the complexity of contact center tasks and internal silos lead to operational challenges that negatively affect employee engagement and bottom-line results. And these challenges are increasing as customer expectations and business demands continue to rise. While workforce management tools can
lighten the load, they’re often unwieldy to use and poorly integrated, requiring in-depth knowledge and time-consuming, repetitive work. Fortunately, advancements in artificial intelligence (AI) and machine learning can automate many of those tasks while increasing
employee success rates. By combining logic and automation, employees can become more efficient and productive—and that leads to better customer experiences and business results.
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