The future of workforce management (WFM) in contact centres is evolving rapidly, driven by trends like AI integration, omnichannel communication, and the rise of remote work. As contact centres grow more complex, WFM plays a critical role in maintaining efficiency and delivering exceptional customer experiences. It’s important for contact centre leaders to stay ahead of these shifts and optimise their operations to meet future demands.

Artificial intelligence (AI) and machine learning are revolutionising how contact centres forecast demand and create schedules. These technologies can analyse vast amounts of historical data to accurately predict future customer interactions, leading to better workforce scheduling, reduced operational costs, and more efficient deployment of agents. Intraday automation takes this even further by allowing real-time adjustments to schedules. As customer demand fluctuates or technical issues arise, AI ensures that agents are assigned to the most productive tasks, keeping contact centres running smoothly throughout the day.

In addition to AI’s influence, the shift towards multichannel communication is transforming the way contact centres operate. Channels like email, webchat, and social media are overtaking traditional phone calls, creating new challenges in workforce scheduling. Agents now need to be proficient across multiple platforms, and different communication channels demand different skill sets. This means that WFM systems must be sophisticated enough to account for these complexities, scheduling agents based on their specific proficiencies while also ensuring they receive proper training for new channels. Managing multi-skilled agents efficiently has become a top priority.

As remote and hybrid work models become the norm, WFM systems need to adapt to support these flexible working arrangements. Automated WFM tools are now able to predict the best shifts and schedules for remote agents, helping them manage their workloads effectively from home. Self-service scheduling apps have also gained popularity, allowing agents to adjust their shifts, swap workdays, and manage breaks via mobile devices. This added control over their schedules has been a game changer for agents, providing them with flexibility while maintaining operational efficiency for the contact centre.

To keep a high-performing workforce engaged and motivated, targeted coaching is becoming increasingly essential. Personalised, specific coaching tailored to the individual can be generated from hundreds of agent-specific calls in seconds and delivered with audio clips highlighting exactly why this training has been recommended and how improvements can be made. This reinforces agents’ skills without disrupting their workflow. Augmented coaching helps reduce administrative tasks, allowing for more meaningful and personalised interactions. Real-time performance insights are also valuable tools for motivating agents, providing instant feedback and fostering friendly competition to ensure they perform at their best.

A growing trend in contact centres is the merging of WFM with quality assurance (QA). By combining WFM and QA data, contact centres can schedule agents based not just on their availability, but also on their performance metrics. This integration provides agents with real-time insights into their own work, allowing them to adjust their schedules based on when they are most productive. This holistic approach to workforce management ensures continuous identification of skills gaps, offers targeted training, and boosts overall agent performance. As a result, contact centres can maintain operational efficiency while enhancing the quality of customer service.

Another exciting development is the concept of the extended contact centre, where the expertise of employees across the entire organisation is utilised, not just those in customer-facing roles. As customer relationship management (CRM) systems and unified communications technology improve, more employees from various departments can contribute to customer interactions when necessary. WFM systems play a vital role in coordinating these extended interactions, ensuring that the right resources are in place to support customers effectively. This approach improves operational effectiveness and leads to more informed customer service.

It’s clear that the future of workforce management in contact centres is shaped by the integration of AI, machine learning, and real-time analytics. These technologies improve forecasting and scheduling while empowering agents to take control of their performance. As contact centres continue to evolve towards multichannel communication, remote work, and a more interconnected workforce, adopting a flexible, data-driven approach to WFM will be essential for maintaining high levels of customer satisfaction and operational efficiency. By staying ahead of these trends, contact centre leaders can optimise their operations and deliver exceptional customer experiences, ensuring they are well-prepared for the future.