If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact center or help desk workforce reality. While companies are still looking to provide the most accurate information in the right channels at the right time, the way to do it has changed in recent years thanks to digital transformation (as have customer expectations), so it makes sense that the workforce management solution needs to evolve to keep up with the digital workplace. What is "Digital Transformation" in WFM? While the term gets used a lot, digital transformation will mean different things to different enterprise functions. Customers are increasingly looking for helps and answers on social platforms like Facebook (News - Alert) and Twitter, which means that agents are spending more time in these apps.