Workforce Management (WFM) platforms are evolving rapidly to meet the dynamic needs of modern contact centers. From AI-driven forecasting and real-time scheduling to employee engagement and gig workforce enablement, the WFM ecosystem is undergoing a significant shift.
At Everest Group, we are closely tracking this transformation and will soon launch an in-depth report on how WFM platforms are modernizing to support today’s contact center operations. This research will explore trends in AI-powered scheduling, intraday automation, integration with CRM and CCaaS platforms, and the growing role of employee experience in workforce strategies.
If you’re a stakeholder in this space and want to participate, share insights, or get early access to this report, connect with us.