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 ...

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.

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 ...

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 ™: ...

ATS' cloud-based TimeCom® Solution now integrates seamlessly with Legion's Workforce Management Platform WINDSOR, CT / ...

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 ...

Building the Clinical and Operational Infrastructure for a Sustainable Future, sponsored by AmplifyMD, explores how integrated virtual specialty care models are helping hospitals extend scarce ...