Call Center: What is Workforce Management? Is it more than just fancy scheduling software? Bill Durr, Witness Systems: Workforce management is the codeword for forecasting and scheduling software in ...

Call Center Magazine: What is Workforce Management? Is workforce management software more than just fancy scheduling software? Guillaume Perron, Calabrio: Workforce Management is NOT software.

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. It's the question we anticipate with dread the most: "Do you ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

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 ...