The AI Contact Center Handbook

A practical field guide to customer experience in the age of agentic AI — chapter by chapter, for teams evaluating AB Support.

Total of 2 articles available. Currently on page 1 of 1.

Part 3 — Quality & Measurement

Part 3 of the AI Contact Center Handbook — how quality assurance, workforce engagement, and personalization change when AI does the talking. Covers WEM (Ch 6) and hyper-personalization plus omnichannel journeys (Ch 7).

Chapter 6 — Intelligent Workforce Engagement Management (WEM)

Chapter 6 walkthrough from The AI Contact Center Handbook. WEM — the operational muscle behind scheduling, forecasting, and quality — is being rebuilt from Excel and Erlang C into a system that learns, monitors 100% of calls, and reforecasts intraday in ninety seconds.