Best Practices in Workforce Optimization

About the Webcast

Hear how to deliver actionable insight to optimize the call center.
This session will explore how AI elevates quality, insight, and real‑time performance in the contact center as well as a discussion on shaping the strategic workforce and capacity planning decisions that drive performance, cost, and risk over the long term.

• AI‑driven interaction insight: Surface trends, friction points, and coaching moments in real time. 
• The “observe and evaluate” loop: Automate evaluation of all interactions to ensure consistency and enable higher‑impact coaching.
• Predictive CX analytics: Detect emerging issues like repeat contacts or rising frustration before they hit CSAT. 
• Human + AI evaluation: Combine supervisor expertise with AI recommendations to improve accuracy and reduce bias. 
• Real‑time agent assist: Deliver prompts, next‑best actions, and compliance reminders to reduce errors and handle time 
• Instant anomaly detection: Flag spikes in silence, transfers, or escalations so teams can intervene early.
• WFM vs. WFP: Workforce management handles day to day optimization, while workforce and capacity planning drive long term performance, cost, and risk decisions.
• What great planning requires: A strong strategic planning process with accurate inputs, trustworthy analyses, and clear evaluation of resource–performance tradeoffs.
•  AI’s real role: Understanding where AI enhances strategic planning in the contact center—and where it doesn’t—is essential for building reliable, future ready plans.
• Modern staffing complexity: With in house, outsourced, AI, and digital agents each carrying different costs and performance profiles, strategic workforce optimization is about finding the right blend over time.