AI-Based Forecasting for Smarter Staffing
The upgraded WFM suite uses AI to analyze historical contact data and forecast future volume with precision. By tracking monthly, weekly, daily, and hourly trends, the system accurately adjusts for seasonal shifts and campaign impacts. This ensures contact centers maintain optimal staffing levels, helping managers meet service targets without overspending on labor.
Intelligent Scheduling Drives Efficiency
TCN’s intelligent scheduling tool automatically builds agent schedules based on availability, skill sets, and expected contact volume. It also places intraday activities, like breaks and lunches, at ideal times to keep floor coverage consistent. The result: reduced wait times, improved first-call resolution, and higher customer satisfaction.
Real-Time Monitoring with Proactive Alerts
The platform’s AI monitors key performance indicators (KPIs) in real time and sends alerts to managers when thresholds are met or exceeded. This enables immediate action to maintain service levels and protect the customer experience, without delays.
Seamless Integration with TCN Operator
TCN’s AI-enhanced WFM suite is fully integrated with its flagship TCN Operator platform. This tight integration empowers contact centers to shift from reactive to proactive operations, using real-time data to drive better decisions and boost productivity across teams.
Industry Outlook and Trends
The adoption of AI in workforce management continues to rise. According to Market.us, the global AI in Workforce Management market is expected to grow from $1.9 billion in 2023 to approximately $14.2 billion by 2033. That reflects a compound annual growth rate (CAGR) of 22.3%.
North America accounted for 36.8% of the global market share in 2023, generating nearly $690 million in revenue. This momentum is fueled by a strong digital infrastructure and a growing emphasis on operational efficiency.
