The Role of Automation in Schedule Management

Overview

By bringing efficiency and streamlining to daily workforce management (WFM), WFM solutions help companies save time and reduce labor costs. The intelligent automation of staffing, communication, and self-scheduling can drive business growth and create better customer journeys. In the process, the contact center is better situated to hit its KPI goals, faster and more consistently than ever before. Managers are freed to spend their time on higher value-added work, and agents are more productive and more satisfied with their jobs. Together, these benefits deliver an unprecedented boon for the company, customers, and employees alike.

Frost & Sullivan believes that businesses need to better understand the value of automated WFM technologies to fully realize their power in positively transforming the customer experience. We gathered some industry leaders for a conversation on what’s happening in their world.