Contact Center WFO Remains Healthy, Despite the Pandemic

But to thrive moving forward, WFO needs to go beyond the contact center.

IVAs: The First Responders for Customer Service

Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines

AI Will Change the Service Game, Eventually

In times of unprecedented uncertainty, one thing seems clear: artificial intelligence will drive the next business revolution

The WFO Market Continues to Beat All Odds

Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

Thanks to AI and RPA, the WFO Market Surges

Workforce optimization moves to the cloud and embraces AI and analytics, and the market responds

Smarter Bots Mean Greater Innovation, Productivity, and Value

Robotic process automation is allowing companies to re-imagine and re-invest in all aspects of their businesses

Knowledge Management Is Poised to Keep Companies Informed and Efficient

Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions

New-Gen WFM Solutions Make a Real Difference

But many contact center offerings require a trade-off between accuracy and ease of use

Don’t Believe Everything You Hear About WFO

Suites embrace analytics, debunk idea core components are commodities

Realizing the Benefits of Speech Analytics

Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope

Separating Fact From Fiction

Speaking of Solid Payback

Optimizing your interactive voice response system may require only a small investment

The Golden Age of WFM

What contact centers must do to manage workforce management.

Analyzing the Workforce

Analytics and on-demand offerings are changing the nature of workforce optimization.

Speaking of Customer Insights

Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk

Voice Self-Service to the Rescue

When live agents can't be had, interactive voice response systems may suffice.

Contact Centers and the Age of Analytics

A variety of applications promise revenue generation and cost reduction.