Workforce Optimization

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done. Current Issue Operations Workforce Management Strategy Customer Experience Technology Workforce Optimization Artificial Intelligence Remote Work People

Disruptive Disruptors Disrupting

Disruptive Disruptors Disrupting Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges. Operations Strategy Customer Experience People Technology Omnichannel Workforce Optimization Artificial Intelligence Remote Work Technology

Simplifying Multiple Channel Management

Simplifying Multiple Channel Management Customers are interacting over more channels, challenging contact center managers. Operations Strategy Customer Experience People Technology Omnichannel Workforce Optimization Artificial Intelligence

Routing Right

Routing Right Contact centers need to focus their technologies on satisfying customers and deliver memorable CXs. Operations Technology Workforce Optimization Assisted Service Artificial Intelligence

Critical Tools to Make Outbound Succeed

Critical Tools to Make Outbound Succeed Outbound customer contact is a vital component of enabling outstanding customer experiences. Operations People Technology Omnichannel Workforce Optimization Artificial Intelligence

Optimizing Agent Performance

Optimizing Agent Performance How AI-driven behavioral analytics can improve the experience of agents in the new normal. Operations People Performance Management Technology Workforce Optimization Artificial Intelligence Remote Work Technology

Working on Workforce Issues

Working on Workforce Issues Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions. Operations Workforce Management Strategy Technology Workforce Optimization Artificial Intelligence COVID-19 Remote Work Remote Work Operations

From WFO to WEM

From WFO to WEM What is workforce engagement management and how does it differ from workforce optimization? Technology Workforce Optimization Artificial Intelligence

Creating a Sustainable Work-from-Home Contact Center

Creating a Sustainable Work-from-Home Contact Center Top tech & tools for the transition to a permanent remote-work model. Technology Unified Communications Workforce Optimization Remote Work Technology

Games People Play

Games People Play Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have. Technology Workforce Optimization COVID-19 Remote Work Agent Motivation Remote Work Technology

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

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers The gig economy is heralding some of the most significant changes in workforce management in decades. Technology Workforce Optimization

Boost ROI by Enhancing Agent Performance

Boost ROI by Enhancing Agent Performance Merging neuroscience research into how people share and gain knowledge with the global scalability of the cloud. Technology Workforce Optimization

Coaching Automated: Improving Agent Engagement Pays Off

Coaching Automated: Improving Agent Engagement Pays Off A Sponsored Article by Intradiem Technology Workforce Optimization White Papers

Workforce Automation: The Strategic Savings Solution

Workforce Automation: The Strategic Savings Solution A Sponsored Article by Intradiem Technology Workforce Optimization White Papers

How AI Can Make the Holidays Bright

How AI Can Make the Holidays Bright 3 ways new technologies can help contact centers meet seasonal challenges. Technology Workforce Optimization Artificial Intelligence

Workforce Management Evolution

Workforce Management Evolution A Sponsored Article by WFMSG Technology Workforce Optimization White Papers

Virtual Assistants Can Be Your Agents’ Best Friends

Virtual Assistants Can Be Your Agents’ Best Friends Agent-facing bots can provide a healing balm for the knowledge- and task-related “pain points” of the frontline job. Technology Workforce Optimization

Executive Interview with Matt McConnell, CEO of Intradiem

Executive Interview with Matt McConnell, CEO of Intradiem Intradiem has been serving the contact center industry for almost 25 years. CEO Matt McConnell shares his insights on priorities, goals and how his company delivers savings and ROI for its customers every day. Technology Workforce Optimization White Papers

Four Ways to Attract and Retain Millennial Agents

Four Ways to Attract and Retain Millennial Agents Leading WFO vendors are providing the tools to meet millennial job-seeker requirements and capitalize on their unique skill sets. Technology Workforce Optimization

Target Those Manual Processes with Automation

Target Those Manual Processes with Automation Opportunities abound for contact centers to streamline mundane tasks and painful processes. Technology Workforce Optimization Assisted Service

Contact Center Pipeline Current Issue

CURRENT ISSUE: September 2023

What Is The New Normal?

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