Some issues your business may face with workforce optimization include:
Employees’ fear of losing their job: A common fear that workers have about AI is that it will take their job from them. Although the low-level tasks will become automated, AI isn’t meant to push human workers away. Instead, it allows employees to focus on more important things while they work in conjunction with the AI. With that said, many jobs will simply shift in focus rather than be completely automated.
Legacy workflows: Optimization will change a lot of roles, processes, and responsibilities, and this may result in backlash from your employees. You can help by training your employees to focus on less repetitive tasks and more complex and rewarding work.
Legacy technology: Traditional workforce optimization applications can’t meet the requirements of today’s multichannel customer service operations. Each channel is usually sectioned off from the others, making it hard to manage a multichannel workforce. This is why it might be time to change to a could-based platform. There’s no software to download, update, or maintain. Your data is stored in the cloud and can be accessed securely. Your total cost of ownership will reduce because you won’t have software or hardware on your premises, and you won’t need to manage them.