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.

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 ...

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 ...

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 ...

Without a doubt, scaling workforces in large businesses, while absolutely necessary, can often present a variety of challenges—especially when the business has a mix of permanent, temporary and agency ...