Overview
AI is changing contact center work, but the biggest shift is not fewer roles. It is better use of people’s time. In this webinar, CMSWire and NiCE explore new research showing how leading organizations are using AI to remove repetitive tasks, create capacity and reinvest productivity gains in coaching, development, quality and schedule flexibility.
Based on insights from 400 contact center leaders, the presentation reveals that 96% of organizations report time savings from AI, while only 22% use those savings to reduce headcount. Most are strengthening the employee and customer experience instead. The results are clear: 85% report improved customer satisfaction, and 84% report improved employee satisfaction.
You will also learn why AI workforce management for contact centers requires a new approach to forecasting and planning. As automation resolves simpler requests, the interactions reaching employees become more complex. Contact volume, handle time, channel mix and skill requirements are changing at the same time. Yet contact centers still miss staffing requirements by an average of 10% to 11%. NiCE Workforce Management helps teams adapt with AI forecasting and scheduling, staffing optimization and flexible planning based on changing demand.
What you will learn
- Where AI time savings create greater workforce value
- How forecasting assumptions change in AI enabled operations
- Why human escalations require smarter capacity planning
- Ways schedule flexibility supports engagement and retention
- How leading brands improve accuracy, efficiency, and sentiment
Build a workforce ready for AI driven work
