Scouting Report

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.

Workforce Optimization Is the Optimal Goal

Helping contact center managers achieve four primary goals.

Contact Centers in the Web 2.0 World

Web 2.0 technologies can support your customer service processes.

Feedback Is the Future

Contact center surveying is evolving into enterprise feedback management.

The High Quality of Quality Management

New solutions continue to make an impact inside and outside the contact center.

The Hosted Contact Center: A Paradox No Longer

Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.