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.