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

A recent BBC article highlighted the tidal surge of workers looking for new jobs in the post-pandemic world. Dubbed "The Great Resignation", the data paints a startling picture of people "leaving the ...

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 ...

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 ...

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced a new set of features that more fully help customers realize ...

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 ...

Almost a year on from the devastating SolarWinds attack last December – and the start of Biden’s tenure in January – and cybersecurity continues to sit firmly in the board’s crosshair. Pressure is ...

While workforce optimization technology (WOT) has been widely available in the customer engagement marketplace for decades, it’s been evolving most rapidly in richness and customer acceptance during ...

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 ...