Scott Doherty

In this engaging discussion, Scott Doherty, WFM consultant at Sabio, emphasizes the evolution of workforce management from a back-office task to a strategic powerhouse for customer experience. He highlights how omni-channel complexities and hybrid work have rendered traditional spreadsheet models ineffective. Scott shares insights on the importance of AI as a supportive tool rather than a replacement for human judgment. With agent-centric strategies and real-time adjustments, he explains how to enhance agent wellbeing while driving better performance in contact centers.