Watch on YouTube.CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone.We make four predictions for the future of contact center workforce engagement management (WEM). These are:Workforce scheduling goes beyond the conventional contact center confines. Quality assurance data starts to inform routing strategies. Quality assurance will become automated, more near real-time. Sources of data used for forecasting in workforce management will broaden and become more accurate. For more on Zoom's WEM suite, visit: https://www.zoom.com/en/products/contact-center/features/workforce-engagement-management/Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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