Watch our on-demand webinar, hosted by CX Today's Charlie Mitchell, Amy Roberge, Head of Global CX Solutions Engineering at Zoom, and Juanita Coley, The Contact Center Whisperer.
Generative AI, virtual agents, workflow automation... there's a lot going on in the world of contact center AI right now.
Yet, 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.
