Digital Workforce Optimization: Evolving the
Live-Agent Model Using Intelligent Virtual Agents
Call centers have evolved into contact centers that are recognized as strategic business assets and value centers. They have become robust information engines that transmit customer insight throughout the organization. But no matter how much the communication and technology landscape changes, one thing never does. Having the right people, with the right skills, and the right resources available at the right time is critical to meeting service level objectives, satisfying customer demands and expectations, and supporting the business’s financial and strategic goals.

It is critical for contact centers to continue to look at new technologies, such as AI, to continue to meet these heightened expectations. They must also ensure a smooth implementation of these revolutionary technologies as they build their digital teams.
In this toolkit, we’ll present practical guidance for making the transition. The four key areas of focus are:
  • The Foundation for a Digital Workforce
  • A Hybrid Model for the Workforce of the Future
  • Measuring the Value of the Hybrid Contact Center
  • Are You Ready for a Hybrid Contact Center?
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