Watch on YouTube.

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.