The agentic era of work

Overview

Empowering humans, governing AI, and reinventing workforce management

This eBook discusses the evolving role of workforce management (WFM) in the context of AI integration within contact centers. It emphasizes the necessity of structured governance to ensure AI enhances efficiency without compromising fairness or compliance. As AI takes on more decision-making tasks, WFM becomes crucial for maintaining operational integrity, supporting agents, and adapting to dynamic demands, ultimately transforming contact centers into strategic experience centers rather than mere cost centers.