DIGITAL TRANSFORMATION an organisation uses to optimise the productivity of its employees . At its core , workforce management aims to ensure that the right people with the right skills are in the right place at the right time , all while balancing operational requirements with employee preferences and legal constraints .
The concept of workforce management has evolved significantly over the years , driven largely by digital transformation and the rise of artificial intelligence . Nathan Stearns , Vice President of Product Management at NICE , provides insight into this transformation : “ AI and digital advancements have transformed the workforce management ( WFM ) landscape in recent years . First , digital interactions have become much more prevalent and , in many cases , have begun to outnumber voice interactions . Now workforce managers not only have to forecast and schedule staff for front and back office digital and voice interactions , but also for the asynchronous interactions born out of digital interactions .
This shift has complicated the scheduling process , as workforce managers now need to account for a variety of interaction types across multiple channels .
“ Advancements in AI have led to more digital interactions ,” Nathan adds . “ AI has enabled chatbots to offer the same level of service as a human employee , so much so that in some cases , customers can ’ t distinguish whether they are talking to
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