How AI-driven behavioral analytics can improve the experience of agents in the new normal.

Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

WEM tools serve to motivate, enable and empower contact center workers.

The hard part is done—the decision to transition to work from home as a staffing strategy to a work strategy—and we know it works!

Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.

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.

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.

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

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

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

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

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

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

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.

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