CX Today
News and Insights for Today, and Tomorrow CX Today reports on the latest customer experience technology news and marketplace trends. Every day our tech journalists uncover the hottest topics and vendor innovations shaping the future of work.
Our coverage is fully digital offering our audience authentic news and insights on the channel of their choice. We offer daily news, weekly features, video conversations and authority content aligned to the needs of business leaders in today's world.For industry professionals, our weekly newsletter offers a range of popular stories hand-picked by our editorial team.
Subscribe to our weekly newsletter.If you're seeking editorial coverage, connect with our news desk.
CX Today
Do You Agree? 4 Predictions for the Future of Contact Center WEM
Use Left/Right to seek, Home/End to jump to start or end. Hold shift to jump forward or backward.
CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone.
We make four predictions for the future of contact center workforce engagement management (WEM). These are:
- Workforce scheduling goes beyond the conventional contact center confines.
- Quality assurance data starts to inform routing strategies.
- Quality assurance will become automated, more near real-time.
- Sources of data used for forecasting in workforce management will broaden and become more accurate.
For more on Zoom's WEM suite, visit: https://www.zoom.com/en/products/contact-center/features/workforce-engagement-management/
Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.
You can also join in the conversation on our Twitter and LinkedIn pages.