Contact Center Strategic Planning and AI

Wednesday Mar 25, 12:00 PM – 1:00 PM EDT — Sign Up For Events

For all the noise about AI transforming the contact center, workforce management has, so far, been left behind. It’s almost shocking how little real WFM AI actually exists — especially in capacity planning, where the need is obvious and the math is so unforgiving. Strategic analysis of contact centers- staff planning, forecasting, and budgeting- is a natural application for AI agents. 

This session, presented by Ric Kosiba, Real Numbers, looks at why the industry hasn’t delivered, what’s missing under the hood, and why AI without validated models is probably more scary than helpful.

We’ll discuss where AI can genuinely support decision-making, where it will mislead you, and how pairing an LLM/agent with a real planning engine can finally answer the strategic questions everyone keeps pretending AI already solves.