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Workforce management (WFM) has never been more important, or more complex. What used to be a predictable, linear scheduling exercise has evolved into a multifaceted operational challenge. Customer demand fluctuates unpredictably. Channels have multiplied. Workforces now include in‑house agents, hybrid teams, fully outsourced teams, and increasingly, AI‑based virtual agents supporting human workflows. Yet many WFM […]
On her third week in the contact center, Jordan thought she finally had the hang of things, that is, until a call came in that made her stomach tighten. The customer’s voice was sharp, frustrated, already halfway through explaining a complicated issue Jordan had never personally handled. She froze for a split second.She knew the […]
Supercomputers aiding in weather forecasts
NOAA has implemented two of the 50 most powerful Supercomputers in the world. This is a real world example of Artificial Intelligence (AI) and Machine Learning (ML) AI/ML saving lives and improving preparation for disasters. While most people think of Supercomputers mining crypto or suggesting new underwear (*wink*wink–Amazon, Walmart etc), firms are using these for all sorts of applications. Challenge is supply chain issues are causing massive delays. Firms can now use #Nvidia GPU (DGX A100) delivered as a Service! #Cyxtera has these available on demand now! Reach out for more details.
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