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 ...

Artificial Intelligence, or AI, has become a transformative element for businesses in the years following the pandemic. The advent of new technologies has helped businesses automate monotonous ...

Adopting a technology-first mindset is only step one in the overall direction, writes Raju Karki of Karki Consulting Group. Workforce optimization in the modern workplace is complex, to say the least.

MELVILLE, N.Y.--(BUSINESS WIRE)--Verint ® (NASDAQ: VRNT), The Customer Engagement Company ™, today announced that its Workforce Engagement solution has been named a leader in The Forrester Wave ™: ...

DMG Consulting last year valued revenue for the global contact center workforce optimization market at $2.1 billion, up only slightly from 2019’s total. The primary drivers of the market during the ...

Forbes contributors publish independent expert analyses and insights. I research & write on longevity, generational trends & innovation. For decades, employers, benefits providers, and retirement plan ...

NEW YORK--(BUSINESS WIRE)--To meet the evolving needs of today's increasingly multidimensional workforce, providing a personalized, always-on benefits strategy is key to keeping employees satisfied, ...