Overview
The degree to which contact centers will be impacted by looming recessionary pressures and ongoing labor shortages is yet to be fully known. However, it’s safe to predict that contact center leaders will be forced to do more with less—less financial flexibility, less talent, and less room for error. By harnessing an automated, AI-driven WFM system now, contact center leaders can deliver on CSAT and KPI goals, even with less staff, and boost their odds of winning in the turns ahead.