Contact Centers in 2030: A Look in the Future: Adaptive and AI-Enabled Workforce Management

DMG Consulting LLC (DMG) has made a series of predictions about various IT segments related to the contact center market. This blog post addresses the future of workforce management (WFM) solutions. Prediction: AI-enabled adaptive real-time forecasting and scheduling will replace traditional workforce management solutions. Intent: New algorithms are being introduced into WFM solutions to improve the accuracy of forecasting and scheduling recommendations. The more advanced WFM solutions are using a combination of mathematical modeling and simulation to optimize scheduling recommendations.