As contact centers become more digital and virtual, artificial intelligence (AI) is playing a larger role in workforce management (WFM), transforming how businesses interact with customers and manage their operations. The transformation goes beyond implementing AI-powered tools; it encompasses a broader shift in organizational culture, processes, and mindset.

According to Michelle Randall, Chief Marketing Officer of Playvox (www.playvox.com), an AI-centric WFM enables more flexibility and personalization, which helps foster loyalty and enhance brand reputation. In this podcast we learn about how AI can be used to make the work experience of the agent, to improve productivity and to improve customer experiences.

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