Workforce Optimization


The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

This new uber-heterogenous mix of full-time, part-time, contract and virtual agents has made the sheer act of scheduling center resources exponentially more difficult and complex.

Technology Workforce Optimization


Boost ROI by Enhancing Agent Performance

With the right knowledge and tools, companies can provide great mentoring for all their CSRs even if large numbers of people need to be mentored simultaneously.

Technology Workforce Optimization


Coaching Automated: Improving Agent Engagement Pays Off

Coaching—on top of training—is that essential element needed for agents to want to go the extra mile and provide great service.

Technology Workforce Optimization White Papers


Workforce Automation: The Strategic Savings Solution

Workforce automation gives leaders a unique opportunity to turn their daily center challenges into significant savings.

Technology Workforce Optimization White Papers


How AI Can Make the Holidays Bright

Automated scheduling solutions can intelligently pinpoint exactly when and where additional staff is needed.

Technology Workforce Optimization Artificial Intelligence


Workforce Management Evolution

WFM is an operating culture and philosophy, not just software.

Technology Workforce Optimization White Papers


Virtual Assistants Can Be Your Agents’ Best Friends

Non-real-time tasks are good “test beds” that advance learning while shielding customers and agents from bumps.

Technology Workforce Optimization


Executive Interview with Matt McConnell, CEO of Intradiem

Thirty seconds on hold is much different to a customer who is waiting than to an agent who is seeking assistance.

Technology Workforce Optimization White Papers


Four Ways to Attract and Retain Millennial Agents

Because of today’s healthy economy, millennial job-seekers can be selective. They will seek out organizations that best meet their vision as ideal employers.

Technology Workforce Optimization


Target Those Manual Processes with Automation

Way too many centers still have way too many manual process steps, negatively impacting the customer experience and the cost of doing business.

Technology Workforce Optimization Assisted Service


How to Excel with Performance Management Tools and Processes

Too often, the dominant ‘tool’ is Excel, and that is not cutting it for quality monitoring feedback, performance scorecards, weekly reports or anything else the typical center needs to manage...

Technology Workforce Optimization


How to Elevate Your Customer and Agent Experience

Gone are the days when customers were satisfied with a single channel to reach your contact center.

Technology Workforce Optimization White Papers


The Case for Technology in an Understaffed World

No technology is a silver bullet, but many tools can make a dent in the key things that contribute to understaffing.

Operations Assisted Service Technology Workforce Optimization


Employee Engagement and the Quality Management Renaissance

What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on employee engagement that is driving the majority of operational changes in the contact...

Technology Workforce Optimization


Scheduling Resources Through Communication and Collaboration

The new generation of workers have grown up using cell phones from an early age. So why not communicate with agents how they prefer?

Technology Workforce Optimization White Papers


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Forrester Wave
Empirix