Workforce optimizations/management describes the process used by employers to distribute their resources and employees, monitor attendance, and keep up with ...

The current economic climate has businesses of all sizes on edge: inflation, a competitive job market and the looming shadow of an impending recession are creating a mire of conditions that defy even ...

Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

Question: How serious are companies about workforce development? Answer: "Wait for a recession and workforce development is the first thing management stops doing ...

The benefits of workforce optimization have been proven, but nonetheless these technologies are growing in popularity slowly. According to analysts, the reluctance to purchase these solutions is based ...

AI-powered payroll intelligence is fast becoming an essential part of today's workforce management system. Payroll sys ...

Conversations about workforce optimization (WFO) have heated up in the past couple of months. Following several passionate discussions about its future – as the transition to the cloud accelerates – I ...

This article is part 2 of a 4 part article series, sponsored by Genesys. A critical moment occurs when customers call your customer support center. In one scenario, they’re put on hold and asked to ...

Aspect Software has announced its acquisition of all the assets of quality management provider SophistiCom Technologies. That firm's management application provides contact centers with quality ...