Peopleware
Webinar

The Next Era of WFM: From Automation to Autonomous AI

AI is everywhere in contact centers right now, but our own research shows that adoption rates in WFM are well behind wider industry trends. What does real innovation actually look like for AI in Workforce Management?

On-demand
Online
xander-freeman

Host

Xander

FREEMAN

steve-morrell (1)

Guest

Steve

MORRELL

james-redhead

Guest

James

REDHEAD

Watch Recording

This webinar skips the standard “introduction to AI” discussion to explore the difference between WFM systems that simply add AI and those built around it. Steve, Xander and James discuss:

  • Practical steps you can take now to prepare your operation for the next phase of WFM

  • How autonomous AI agents could reshape forecasting and scheduling

  • The long-term impact of autonomy on WFM operations

If you are responsible for workforce planning, operational performance, or technology strategy, this session will help you look beyond the hype and start preparing for the next era of workforce management.

Our panelists

steve-morrell (1)
Steve Morrell

Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality primary research and analysis to the UK & US contact centre industries. He has written hundreds of research reports, and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian, Forbes.com, and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.

james-redhead
James Redhead

James Redhead is the Head of Global Services/CX at Peopleware. He is a workforce management (WFM) expert who discusses industry trends, including AI, hybrid work, and employee engagement.

xander-freeman
Xander Freeman

Xander is a regular host and moderator of webinars, interviews, and live panels on a wide range of topics in the customer contact space – sharing insights on CX innovation, AI, workforce management, and more.