WFM Labs | A New Approach to Contact Center Workforce Management
On a typical day in a typical contact center operation—whether in support of a bank or a healthcare provider, an...
On a typical day in a typical contact center operation—whether in support of a bank or a healthcare provider, an...
Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...
Is it safe to go back to the office now? Should we go back? Do we need to? There are...
Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such...
Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in...
Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from...
What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For...
Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the...
Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center...
Welcome Financial Institution Pros! Today’s post is especially for you. In the midst of increasing usage of mobile banking and...