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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