19 January 2018 Omni-channels, BI, AI, Robots, Chatbots… Are You up to Speed? Written by Robert Bergman Think of workforce management (WFM) as a cockpit with instruments, indicating how your flight or – in this context – “business” is going. Without WFM, you’re practically flying in the dark – if not blindly so! Where are you... Read More Customer Service Planning with AI & Digitalization, Understanding Workforce Planning AI, artificial intelligence, automation, BI, business intelligence, chatbots, contact center, contact-center skills, customer experience, digitalization, multi-channel, multi-skill, omni-channel, robots, wearable devices, workforce management 2 Comments