As workforce shortages continue, the improved flexibility management between customers and workers. Additionally, provided by remote and fractional employment coupled machines will provide workers with emotion detection with modern schedule and location flexibility, will see and response guidance to heighten workers’ emotional delays in retirement or even retirees boomerang back intelligence in real-time. into the workforce to help solve some of the shortage. Gig-economy workers will also become commonplace in The technology interfaces for this workforce will continue to the contact center. be refined and simplified and will require little to no training time. Virtual assistance will also provide real-time guidance, Increasingly, front-line digital workers will work in conjunction ensuring that all parts of customer requests and information with advanced technology. Whereas the technology will inputs are accurate, and acting as an “auto-correct” for all handle much of the effort through self-service interaction actions taken and responses given. channels, bots will also provide oversight of information By 2027, the “alternative workforce” of freelancers, gig workers, and crowd workers is expected to become the majority of the US workforce, according to Edelman Intelligence. Contact Center Predictions for 2023 and Beyond 20