How AI-Driven AHT Spikes Are Changing Workforce Management

Zaineb Ahmed at Peopleware explores how AI and self-service are changing call complexity and what this means for forecasting, occupancy and workforce planning.Before AI was in the picture, a contact centre queue was a mix of easy and hard interactions, with agents handling whatever came through.
That mix is slowly disappearing. Now, self-service and chatbots catch most of the easy interactions before they ever reach a human. What lands with an agent is already the harder, more complex end of the