Effective call center workforce management delivers cost savings while improving agent and customer experiences. Providing ...

According to a December 2024 Gartner survey, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions in 2025. According to a separate Gartner ...

AI is revolutionizing workforce management by optimizing agent workflows ... Hakimi suggested that as AI agents play a greater role in contact centers, businesses will need to continue to evaluate ...