4 Workforce management trends in contact centers

Leaders must take action on workforce management trends in contact centers in concert with advancements in technology. For instance, balancing artificial intelligence (AI) with human intuition is a game changer that is surfacing more often as more AI tools become available. Thought leaders at the All Access: Workforce Management for Contact Center webinar series called for a strategy that prioritizes both innovation and empathy.

1. Shifting to an omnichannel approach for scheduling

To start, Victor Hernandez Saldana, manager of Workforce Management at ALDO Group, set the tone by discussing the importance of integrating AI with human decision-making, especially in the context of managing a global retail contact center. He shared ALDO’s success in reducing idle times by 28 percent and attrition by 20 percent through a shift away from traditional scheduling models and toward an omnichannel approach.

Saldana emphasized empowering managers and agents with real-time data and dashboards, rather than micromanagement, as a cornerstone of effective workforce strategy. He encouraged the audience to remain agile and tech savvy to meet the demands of a rapidly changing landscape.

Watch the full session with Saldana at All Access: Workforce Management for Contact Center.

2. The collaboration between man and machine

Micki Schrank, head of Product Onboarding at Playvox by NICE, and Colin Crowley, VP of Patient Services at QuickMD, explored the merging of AI with human capabilities in customer service. They highlighted the shift toward hybrid work models and the pressing need for better work-life balance for agents. Both speakers noted that traditional workforce management methods are no longer sufficient in a CRM-dominated environment.

Forecasting digital workloads and managing asynchronous queues are now essential. Crowley also shared how his team’s hybrid work model evolved, giving insight into how organizations can maintain flexibility while enhancing productivity.

Crowley continued with a deeper dive into the complexities of transitioning to an omnichannel environment. Managing multiple channels and customer types requires specialized skills and increasingly segmented roles.

Looking ahead, Crowley predicted more sophisticated use of AI and chatbots, along with broader adoption of co-piloting technologies for agents. He also advocated for layered communication techniques and a robust quality assurance (QA) program to accelerate resolution times and improve customer outcomes.

3. The elevation of communication skills

Beth Thouin, chief marketing officer at HiringBranch joined CX Network to discuss the challenges and opportunities in contact center recruitment. Thouin advocated for a skills-based hiring approach to improve agent quality, reduce training time and lower attrition. She underscored the importance of soft skills, such as communication and critical thinking, and the role of AI in refining the hiring process. The discussion reinforced that hiring the right talent is foundational to achieving both operational efficiency and positive customer outcomes.

4. Building a positive contact center culture

In the final compelling session on contact center culture, Eric Whisler, contact center director at Radiant Credit Union, and Vince Mavente, corporate contact center director at Herschend Family Entertainment, reflected on their journeys across organizations of different sizes. They emphasized that regardless of scale, consistent CX and a strong internal culture are non-negotiable.

They highlighted how data can be used not only to track performance but also to fuel meaningful coaching conversations. Tools like knowledge management systems were identified as critical in supporting agents with fast, reliable information. Both speakers stressed the necessity of prioritizing employee wellbeing—especially with the pressures of remote scheduling and digital transformation—concluding that customer satisfaction starts with taking care of your people.

Watch the full session with Whisler and Mavente at All Access: Workforce Management for Contact Center.

Keeping up with workforce management trends 

Throughout the event, a unifying theme emerged: workforce management trends in contact centers must evolve hand-in-hand with technological progress. Whether it’s through smarter hiring, omni-channel enablement or AI integration, the industry must continue to innovate—without losing sight of the human element. By prioritizing agent wellbeing, investing in technology that supports rather than replaces and fostering a culture of continuous improvement, the contact center of the future can truly deliver for both customers and employees.

Quick links: 

• Keep CX management human in the age of AI
• 3 Customer service trends to follow for better brand reputation
• How to ask the best customer survey questions