Workforce management and planning was never easy, and the rise of digital communication is only exacerbating that challenge.
Not simply a matter of covering new channels, the digital transformation has spurred the introduction of AI-driven chatbots and asynchronous communication. These still somewhat unfamiliar -- and highly unpredictable -- options make it harder than ever to anticipate and adapt to changes in customer volume, needs, and expectations. As a result, the idea of optimizing the workforce has become immensely daunting.
Given the emphasis on more flexible, employee-centric workforce models, such optimization is nonetheless more important than ever.
Recognizing those stakes, CCW Digital partnered with NICE to deliver a webinar on "How To Optimize Your Workforce With True To Interval Analytics" earlier this month. The standout webinar showcased the appropriate fusion of strategy, data, and technology as you work to make the unpredictable more predictable.
Of course, by optimizing your digital experience offerings, you can further mitigate the impact on workforce management. As such, CCW Digital also partnered with NICE on "Everything You Need To Know for a Complete Digital-First CX Strategy," which was our most-viewed webinar of October 2023.
Both are available on-demand; make sure to check them out now!
Image Source: Mohamed Hassan on Pixabay