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How Cloud and AI Are Reshaping Workforce Optimization

Ian Jacobs (Principal Analyst, Forrester)

Tim Passios (VP of Marketing, MindTouch)

Date: Thursday, April 2

Time: 8:00am - 8:45am

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Hot Topic(s): Artificial Intelligence & Analytics

Vault Recording: TBD

The blossoming of cloud-based contact centers has initiated a sea change in how brands think about—and purchase—tools for managing their customer service organizations. Purchasing decisions for workforce optimization (WFO) tools are becoming inextricably linked to purchasing decisions for contact center infrastructure. At the same time, artificial intelligence (AI) technologies such as natural language understanding and machine learning have unleashed the first wave of vibrant innovation in this technology category in several years. Finally, the rise of digital channels and conversational AI have begun to refashion the nature of contact center work and are creating new demands on WFO. These include the ability to incorporate virtual agents into workforce management and quality management processes. In this session, a leading customer service analyst will lead a panel of WFO experts in a discussion on the changing nature of workforce optimization and will share strategies for staying on top of the transformation.


* Gain a deeper understanding of how AI and automation will improve your ability to manage your customer service organization.
* Learn how increasing automation through conversational self-service will alter WFO tools.
* Discover the new economics resulting from the intersection of cloud and WFO.