Complimentary Webcast: Tuesday, May 13th - Balancing Bots, Agents, and Customer Needs - WFM Practices for Modern Contact Centers - DMG Consulting and NICE
https://bit.ly/42amzY6
As the mix of voice and digital interactions changes, contact centers require new best practices and updated processes to effectively manage their operations while balancing the needs of their customers and agents. Add in the complexity that comes from utilizing bots to augment agent performance and increase self-service automation, and it quickly becomes clear that traditional workforce practices are holding back contact centers and driving agent attrition. We discuss:
- Challenges in applying traditional WFM to modern contact centers
- How asynchronous channels are changing WFM
- New WFM practices for contact centers that handle voice and digital with live and automated agents
- Success stories and use cases
You can view the May 2025 newsletter here!