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That’s why contactcenters are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contactcenters will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. That’s a goal on every call center manager’s radar these days!
billion in 2025. Vendors are now starting to look at how AI can be applied to enhance the performance of agents, supervisors, managers, workforce planners, quality analysts and other members of the contactcenterworkforce. In the case of driverless vehicles, bad decisions result in injury and death.
Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies.
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