Contact center leaders today face a host of challenges as they try to balance the mandate to operate efficiently with that of providing a consistently high level of customer service. Eight key challenges – service objectives, multi-skills, adherence, occupancy, absenteeism, employee engagement, omni-channel and attrition – and their interdependencies magnify the challenge, and traditional workforce management systems can solve only part of it. To handle this complexity, contact center leaders are increasingly moving beyond artificial intelligence and machine learning to create a workforce management suite. Read the eBook to see how this suite produces a synergy to more effectively plan, hire, forecast, schedule, manage and automate contact center operations.