Workforce Management

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






Monet Software