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Human Touch in Tech


Balancing Your Automated and Human Agents with Workforce Management
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

Mike Roseski
Aug 12, 20252 min read
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