Contact centers can be extremely tough work environments to manage with absenteeism, high turnover, and complicated tools and processes. Adding to that challenge is a new workforce paradigm driven by digital and hybrid work that has changed employee expectations. The status quo is under pressure and traditional workforce optimization is no longer as useful. Learn how companies can use AI to simplify workflows and improve customer experience quality and workforce planning accuracy to give employees the support they need now, the flexibility they want and the development opportunities they desire.