By Christian Szpilfogel Over the last fifteen to twenty years, workforce management has evolved from a discipline into a technology sector, moving beyond the simple … Read more
Unify Omni-Channel Analytics with Big Data Management By Bob Brittan Workforce optimization (WFO) is traditionally used to optimize the performance of the workforce within an … Read more
By Chuck Ciarlo What’s worse than contact center agent? Attrition, attrition that claims your best agents. Turnover is inevitable, though rates vary widely. Many contact … Read more
By Stephen Davis A call center manager holds a critical – and often stressful – role within the organization. Responsibilities include handling call volumes with … Read more
By Kyle Antcliff A company’s frontline workforce can often make or break an organization. Studies show that customers’ interactions with contact center agents directly and … Read more
By Donna Fluss The workforce optimization (WFO) market is at a turning point, and much of the groundwork to support the next-generation contact center is … Read more
By Lori Kyker Change can be difficult. Often, we resist change even when it will enhance our life or make it easier. We create justifications … Read more