Leveraging Artificial Intelligence and Automation
Published on 05 Apr 2023
Human resource managers face a never-ending stream of problems and requests from upper management: It's challenging to react fast enough or figure out the best course of action when the forecast and schedule are subject to near-constant changes, consumer demands are rising, and the criteria for recruiting and retaining employees are always shifting. Workforce management (WFM) technologies based on artificial intelligence (AI) are rapidly being used by call centers throughout the globe to keep up with customers' growing needs.
From 2019 to 2024, the market for contact center AI is projected to expand to approximately $2 billion at a compound annual growth rate (CAGR) of 22.6%. Using these resources allows contact centers to better plan for the future, both in terms of staffing and customer service. They make it easier for call centers to carry out WFM procedures daily, which frees staff to focus on more challenging endeavors.
So, how can companies leverage AI and automation to meet all the demands and requirements from their customers?
Obtain More From Workforce Planning
Many call centers need to fully capitalize on the return on investment (ROI) of long-term planning while knowing the crucial impact of same-day choices on long-term performance. Contact centers may get a head start on tomorrow's staffing difficulties with today's aid from NICE Enhanced Strategic Planner (ESP), part of the NICE Workforce Management Suite. With the help of ESP, a contact center may foresee how different staffing circumstances would affect the center's capacity to execute. The AI-driven system considers various factors, including personnel and channel requirements and business criteria, to produce accurate, individualized forecasts.
As a result, it helps call centers realize estimates that are 6% to 10% more accurate than conventional long-term forecasting approaches, allowing them to manage expenses better, make more informed recruiting decisions, and provide superior customer service.
Using AI-enabled Voice Analysis
Many businesses put a premium on planning and forecasting, but it's just as crucial to ensuring that call centers have enough people in the pipeline to meet their projected headcount. There needs to be more clarity between what operations and workforce managers believe HR can evaluate using conventional recruiting techniques and the profile of a great contact center employee. This is where NICE Employee Selection and Retention (ESR) comes in as part of the NICE WFM Suite.
In the first 90 days of employment, when companies spend heavily on training and onboarding, ESR uses AI-enabled voice analysis to assist contact centers in identifying recruits who will be high-value workers. By combining speech analysis and other assessment techniques, ESR helps speed and automate the interview process while objectively evaluating and forecasting employee aptitude, engagement, and performance.
Successfully Handle Your Workforce And Avoid Overstaffing
Contact center demand forecasting is an art as much as a science. It calls for precision and an in-depth understanding of the contact center setting. Contact center managers who need to be trained in forecasting may feel overwhelmed by the sheer variety of available methods. Finding the most effective approach to predicting promptly is crucial in today's fast-paced, competitive market.
The NICE Workforce Management (WFM) forecasting system uses artificial intelligence (AI) capabilities to uncover hidden trends in the historical data utilized to provide estimates of volume and work time. It uses historical data trends, seasonality, and cyclicality to automatically analyze hundreds of various algorithms and improve the accuracy of forecasts.
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