Also Generative AI-Powered Performance Analytics: Discuss the role of generative AI in analyzing workforce performance data to identify patterns, trends, and areas for improvement. Explore how AI-generated insights can drive data-informed decisions and optimize performance management strategies.

showcasing its ability to reshape traditional approaches and drive innovation across various facets of WFM, workplace and operations.

The workforce management market is reinvigorated with innovative solutions: The current generation of WFM solutions is increasingly flexible and responsive to enterprise customer requirements. The applications handle both voice and digital interactions and address the needs of agents, supervisors and WFM administrators with tools to create accurate and dynamic forecasts.

New-gen WFM is revolutionizing the staffing paradigm: New-gen WFM recognizes each employee as an individual with unique needs, rather than a corporate asset. With new-gen WFM, agents/employees have input and participate in the scheduling process, which introduces fairness and respect into the workplace, while also ensuring that performance goals are met.

Artificial intelligence is a critical enabler of the positive changes in the WFM market: Artificial intelligence enhances forecasting accuracy by enabling auto-selection of the optimal algorithm to address each unique scheduling scenario. The use of AI also helps balance the needs of employees and the contact center (or other departments) during the scheduling process and improves compliance with global, regional and local work rules. It is being used to enhance many aspects of WFM solutions as well as to handle the complexities of scheduling for an expanding number of digital channels.

The availability of WFM solutions in the cloud has reawakened the market: When WFM applications became available in the cloud, the increased flexibility attracted enterprise users and fueled a replacement cycle that has reinvigorated the market. The vendors are now making product enhancements requested by their customers, and the increased activity in the contact centre WFM is attracting new vendors to the market.

Much more innovation is expected in the WFM market in the next 5 years: Contact centres and other people-intensive enterprise departments are looking to their vendors to help them manage their complex workforce scheduling requirements, including the need for hybrid, on-site and work-at-home staffing. Managers need enhanced analytics to track productivity and performance, and the vendors are delivering new capabilities to properly handle the changing workplace dynamics. Many improvements have already been introduced, and much more is promised for the next few years.

GWFM APAC summit 2024 will have a huge coverages of insights and  benefit to the IT and BPM industry with WFM predictions for 2024.

Summit will cover with the strategic and technical keynote speeches and panel discussion with the group of WFM / Business leaders.