Workforce Management (WFM) can be the make or break for BPO operations. Not having a functioning WFM team central to the company’s operations is going to mean one thing: revenue lost – after all, the ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

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 ...

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.

‘This positions our channel partners at the forefront of the transformation happening in workforce management, driven by cloud, AI and automation—giving them the tools to win in both new customer ...

Dreamforce to You 2020, the virtual version of this year’s annual Salesforce conference, begins today with keynote presentations and continues at DreamTX, a four ...

There are two types of call center managers working in unionized call centers today: those who have eliminated the “us vs. them” mentality when working with union representatives, and those who have ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions available ...

Research Shows Highest Contact Center WFO Market Share in Asia-Pacific, Europe and “Rest of World,” Also for Back Office and Branch MELVILLE, N.Y.--(BUSINESS WIRE)-- Verint® Systems Inc. (Nasdaq: VRNT ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

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