New Workforce Management Transfers Power to Agents
15 Jul 2019
With flex staffing, agents can self-serve their way to a better work-life balance
Workforce Optimization Ushers in the Real-Time Contact Center
25 Mar 2019
AI, automation, and analytics are leading to an era of self-service and sophisticated agents
Thanks to AI and RPA, the WFO Market Surges
20 Dec 2018
Workforce optimization moves to the cloud and embraces AI and analytics, and the market responds
Smarter Bots Mean Greater Innovation, Productivity, and Value
21 Nov 2018
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
27 Aug 2018
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
18 May 2011
But many contact center offerings require a trade-off between accuracy and ease of use
Don’t Believe Everything You Hear About WFO
15 Apr 2011
Suites embrace analytics, debunk idea core components are commodities
Realizing the Benefits of Speech Analytics
25 Feb 2011
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
Separating Fact From Fiction
03 Jan 2011
Speaking of Solid Payback
23 Dec 2010
Optimizing your interactive voice response system may require only a small investment
The Golden Age of WFM
14 Sep 2010
What contact centers must do to manage workforce management.
Analyzing the Workforce
10 Jun 2010
Analytics and on-demand offerings are changing the nature of workforce optimization.
Speaking of Customer Insights
10 Feb 2010
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
Voice Self-Service to the Rescue
01 Oct 2009
When live agents can't be had, interactive voice response systems may suffice.
Contact Centers and the Age of Analytics
01 Jul 2009
A variety of applications promise revenue generation and cost reduction.
Workforce Optimization Is the Optimal Goal
01 May 2009
Helping contact center managers achieve four primary goals.
Contact Centers in the Web 2.0 World
01 Feb 2009
Web 2.0 technologies can support your customer service processes.
Feedback Is the Future
01 Dec 2008
Contact center surveying is evolving into enterprise feedback management.
The High Quality of Quality Management
01 Oct 2008
New solutions continue to make an impact inside and outside the contact center.
The Hosted Contact Center: A Paradox No Longer
01 Aug 2008
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.