On Target

A quarterly publication of Society of Workforce Planning Professionals

Workforce Management in the Age of AI: How Analysts Can Prepare for the Future

By Marshall Lee, ttec

As AI and automation continue to transform the contact center space, workforce management is also evolving. In the next five years, scheduling methodologies and forecasting will become more data-driven and accurate, thanks to the increased use of AI and automation. While these changes offer many benefits, they also present new challenges for workforce analysts. To prepare for the future of workforce management in the age of AI, analysts need to develop the right mindset, skills, and strategies.

What is AI in Contact Center Workforce Management?

Artificial intelligence (AI) refers to a technology that can simulate human intelligence to accomplish tasks that usually require human intervention. In the contact center industry, AI is used to automate routine tasks such as call routing, speech recognition, and chatbots. AI can also be used in workforce management for scheduling, forecasting, and other tasks that require complex data analysis.

The Benefits of AI in Contact Center Workforce Management

The use of AI and automation in contact center workforce management offers many benefits, including:

  1. Improved accuracy and efficiency: AI and automation can analyze data faster and more accurately than humans, leading to improved forecasting and scheduling.
  2. Time savings: By automating routine tasks, analysts can free up time for more strategic work.
  3. Improved customer experience: With accurate forecasting and scheduling, customers can receive faster and more efficient service, leading to a better customer experience.

How Analysts Can Prepare for the Future of Workforce Management

As AI and automation become more prevalent in contact center workforce management, analysts need to prepare for the future. Here are some essential steps analysts can take:

  1. Embrace AI and automation: Analysts who embrace AI and automation can benefit from improved accuracy and efficiency in their work. They can also learn new skills and approaches that will help them thrive in the future.
  2. Develop data analysis skills: With the increased use of AI and automation, analysts will need to become proficient in data analysis. This will involve learning new tools and techniques for analyzing large data sets.
  3. Focus on strategic tasks: With routine tasks being automated, analysts can focus on more strategic tasks such as workforce planning and optimization.
  4. Collaborate with AI and automation: Analysts can work alongside AI and automation to improve accuracy and efficiency. This will involve developing a deep understanding of how these technologies work and how they can be used to achieve business goals.
  5. Develop interpersonal skills: As routine tasks become automated, analysts will need to develop strong interpersonal skills to effectively collaborate with other team members and stakeholders.

Why Humans Will Always be Needed in Workforce Management

It’s important to remember that AI and automation are not a replacement for human analysts. While these technologies offer many benefits, humans possess certain skills and qualities that cannot be replicated by AI and automation. For example, humans are better at tasks that require empathy, creativity, and critical thinking. Additionally, humans are better at handling complex situations that require intuition and judgment.

As AI and automation take on more routine tasks, the role of the human analyst will become even more important in driving strategic decision-making and delivering excellent customer experiences. Therefore, it’s important for analysts to work alongside AI and automation to create a better and more efficient contact center industry.


As the contact center industry continues to evolve, workforce management will become more data-driven and accurate, thanks to the increased use of AI and automation. Analysts who embrace AI and automation, develop strong data analysis skills, focus on strategic tasks, collaborate with AI and automation, and develop interpersonal skills will be well-positioned to thrive in the future of workforce management. By doing so, they can work alongside these technologies to create a better and more efficient contact center industry. And let’s remember that, as humans, we will always be needed to interpret, evaluate, and apply the empathy and scope of what we know to scenarios. Understanding and knowing what is to come allows us to be equipped to adapt to the future and be prepared to work alongside the innovations that come. The journey into the future is always a bit brighter when you seek to understand what is happening, so when you arrive where you are going you know what do because you see how you got there. Don’t be afraid, and stay engaged.

Marshall Lee is Director of Global Workforce Management at ttec and a member of the SWPP Board of Advisors. He may be reached at marshall.lee@ttec.com.