Do You Agree? 4 Predictions for the Future of Contact Center WEM
CX Today
English - April 04, 2024 13:00 - 14 minutes - 10.2 MB - ★★★★★ - 1 ratingTechnology customer experience technology contact centre contact center crm collaboration management strategy loyalty customer feedback Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: 5 Contact Center AI Challenges (and How to Overcome Them!)
CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone.
We make four predictions for the future of contact center workforce engagement management (WEM). These are:
Workforce scheduling goes beyond the conventional contact center confines. Quality assurance data starts to inform routing strategies. Quality assurance will become automated, more near real-time. Sources of data used for forecasting in workforce management will broaden and become more accurate.For more on Zoom's WEM suite, visit: https://www.zoom.com/en/products/contact-center/features/workforce-engagement-management/
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