Human Touch in Tech

Workforce Management (WFM) is critical for balancing automated systems and human agents in call centers by optimizing resource allocation, improving efficiency, and ensuring customer satisfaction. Here’s how it helps: Demand Forecasting and Scheduling : WFM systems use historical data and AI-driven analytics to predict call volumes, chat inquiries, and peak times. WFM tools, such as NICE or Verint, analyze patterns to determine when automation (chatbots, IVR systems) can hand