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Digital Workforce Optimization

Evolving the Live-Agent Model Using Intelligent Virtual Agents

No matter how much the contact center communication and technology landscape changes, one thing never does. Having the right people, with the right skills, and the right resources available at the right time is critical to satisfying customer demands and expectations.

It is critical for contact centers to look at new technologies, such as AI, to continue to meet these heightened expectations. They must also ensure a smooth implementation of these technologies as they build digital teams to work alongside live agents. In this toolkit, created by the International Customer Management Institute, we’ll present practical guidance for making the transition, including:

  • The Foundation for a Digital Workforce
  • A Hybrid Model for the Workforce of the Future
  • Measuring the Value of the Hybrid Contact Center
  • Are You Ready for a Hybrid Contact Center?
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