Workforce Management

Lifting Innovation With Cloud WFM

In the post-COVID-19 contact center, cloud is a given, as is the need for holistic WFM.

Current Issue Operations Workforce Management Technology


Old and In the Way

Before writing off retired or retiring boomers as being old and in the way, consider the benefits of hiring members of this hard-working generation, even if they only work part time from home.

Operations Workforce Management Remote Work Operations


Future-IZE your KPIs… and Your Frontline Experience!

Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.

Operations Workforce Management Service Delivery


Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance

The ability to resolve issues competently and quickly is a core skill set of the contact center worker.

Operations Workforce Management Assisted Service


The Times They Are a-Changin’

The contact center is finally a place for investment rather than budget cuts.

Operations Workforce Management COVID-19 Remote Work Remote Work Operations


Moving Contact Center Agents Home for the Long-Term

Now is the time to review all technology and ensure that your agents have virtual access to everything they need to be successful.

Operations Workforce Management COVID-19 Remote Work Remote Work Operations


Seven Ways the Pandemic Affected My WFM Role

These new shifting patterns made us more aggressive with our forecasting approach.

Operations Workforce Management COVID-19 Remote Work Operations


Revisiting Schedule Adherence

Adherence is too important to be ignored, but our traditional approach to measuring and managing it does not fit the reality of today.

Operations Workforce Management


Unymira Q&A

Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.

Operations Workforce Management Technology White Papers


The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience Success

The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.

Operations Workforce Management


Scheduling Tips to Empower & Engage

Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.

Operations Workforce Management


Agent Performance Metrics

When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.

Operations Workforce Management Operations management





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