This session will delve into the intricate interplay between Workforce Management (WFM) and Quality Management (QM) processes; and how their strategic alignment can significantly boost the performance and efficiency of your contact center. We will explore how the integration of WFM and QM processes and metrics can enable organizations to make data-driven decisions to continuously enhance operational efficiency, sales, and customer experience. Attendees will gain a comprehensive understanding of the benefits and challenges of aligning WFM and QM processes. The session will highlight the significance of process, continuous improvement, and technological advancements. (Yes, we will talk about AI too. How can we not?!)