In this episode of the weWFM Show, joinning us we have Donna Fluss and Andrea Matsuda to explore whether AI is making workforce management obsolete or more important than ever.
We discuss how AI is reshaping forecasting, scheduling, intraday management, and self-service, while also looking at the rise of hybrid environments where human agents and AI work side by side. The conversation also covers the risks of over-automation, the need to keep humans in the loop, and what the next few years may look like for WFM and contact centres.
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