Overview
Back office work has a direct impact on customer experience. When digital tasks, CRM queues, cases, and service requests move slowly behind the scenes, customers feel it out front. This webcast explores how AI workforce management for CRM teams helps organizations plan, prioritize, and manage that work with more clarity, flexibility, and control.
You’ll hear how workforce management has evolved from a productivity tool into a smarter way to connect people, work, and customer outcomes. The discussion breaks down why back-office workforce management matters, how digital demand is changing operations, and what leaders need to know to keep service moving across channels, teams, skills, and geographies.
This resource is especially helpful for CX, operations, and contact center leaders looking to improve forecasting, scheduling, capacity planning, and visibility across non-voice work. It shows how AI forecasting and real-time insights help teams understand what’s coming, assign the right people, and reduce the delays that create customer friction.
Most importantly, it reframes the back office as part of the customer experience. With the right approach, teams can work more efficiently, employees can feel more supported, and customers can get faster, smoother resolutions.
What you will learn
- Connect back office work to CX
- Forecast digital work more accurately
- Improve CRM team capacity planning
- Balance efficiency with employee experience
- Reduce delays across customer journeys
Bring every part of service forward
