MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact center platform. The ...

Call Center Magazine: What is Workforce Management? Is workforce management software more than just fancy scheduling software? Michael Williams, director of marketing, GMT: The definition of Workforce ...

Businesses are doubling down on innovations like generative AI, advanced analytics and conversational intelligence to redefine how they engage with customers through contact centers. These tools are ...

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 ...

Contact center workforce management (WFM) solutions are among the most important productivity tools in contact centers. These applications allow managers to forecast the volume of transactions that a ...

Trevor Clark is the Co-Founder and CEO of ShyftOff, a flexible, on-demand outsource solution for contact centers and customer support teams. Gig-based work is here to stay. We’ve seen this in the ...

Having a correlated forecasting capability that recognizes and incorporates any special events, such as catalog drops or discount offers, can have a significant impact on profit and loss. How these ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Dublin, July 07, 2017 (GLOBE NEWSWIRE) -- Research and Markets has announced the addition of the "2017 Contact Center Workforce Optimization Market Share Report" report to their offering. The 2017 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Many WFM systems require call centers to perform a forklift upgrade once they grow to a certain size. A scalable system that can accommodate growth without installing ...