Technology Trends in WFM

Expert presentation on the future of WFM technology. Presented by Simon Waldron, Customer Experience Expert at InVision.

What you will learn in this expert video

In this presentation recorded at PlanCon 2018, a new must-attend conference for WFM heroes, Simon shares his insights on how current advancements in WFM technology will support contact centres in dealing with their challenges.

Here is an overview of the main topics that Simon addresses in his presentation:

  • Why customer experience is key for contact centres
  • The importance of flexibility
  • The role of automation and AI in contact centre software
  • AI based forecasting

About the speaker

Simon Waldron
Customer Experience Expert at InVision
Implementation and Customer Success Specialist with more than 17 years of experience in Resource Planning and Intra-Day Management for contact centres.