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DMG: Forecasting and Scheduling in the Digital Era


The WFM market has reached a critical juncture in its 50-year history, and it’s time for WFM solutions to adapt to the times. Due to contact centers’ increased complexity from handling both synchronous and asynchronous interactions, WFM solutions need to optimize the use of both live agents and automated bots. Enterprises need new WFM applications built for today’s digitally oriented environments to accurately forecast and schedule.

In addition, WFM solutions must adjust to agent expectations for schedule flexibility. With persistent high attrition rates, contact center leaders cannot ignore this expectation. WFM solutions need to be reimagined to support flexible scheduling strategies, and these strategies range from bidding on shifts to agents building their own schedules to some combination of required and agent-selected shifts.

AI can help create these new WFM solutions. Deep learning, generative AI, and predictive analytics are some of the AI technologies being used in WFM technologies today. But in order for them to work at optimal levels, AI technologies need the right data, which will require changes to the current WFM status quo.

This DMG report describes the major challenges to contact centers and WFM vendors today, and what to look for when researching WFM solutions.

See the top issues in workforce planning today:

  • Main forecasting challenges for contact centers
  • Most pressing issues for WFM vendors
  • Top reasons that agent scheduling strategies must adapt
  • Most effective and non-effective agent scheduling strategies

Get insights on what to look for in WFM solutions.

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Digital Channel Management for WFM for Dummies

Engage the digital-first customer and manage multiple channels for WFM seamlessly.

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AI-Enabled WFM Improves Customer and Employee Experiences by DMG Consulting LLC.

The new generation of workforce management (WFM) solutions is one of the applications that is going to be instrumental in both driving and institutionalizing the enhancements that contact centers and other people-intensive organizations need to make to enable them to deliver a consistently cost-effective and outstanding customer experience (CX).

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Master the WFM Paradigm Shift with True to Interval Analytics

In this eBook, we will detail how the nature of work is changing, unpack the old and new paradigms surrounding workforce management, and discuss how modern solutions have evolved to approach the new challenges in the increasingly flexible blended digital office.