From scheduling and training to task management and communication, workforce management technology helps retain employees, improve efficiency and satisfy customers. Today's employees in the ...

Workforce management (WFM) sounds more inclusive than it actually is. In the call center environment, WFM encompasses four key processes: forecasting the volume of customer contacts, using the ...

Call Center Magazine: What is Workforce Management? Is workforce management software more than just fancy scheduling software? Michael Williams, director of marketing, GMT: The definition of Workforce ...

Workforce management (WFM) has been in existence for a while. Many businesses still employ legacy systems to forecast and schedule agents relying on outdated static systems to manage the post-sale ...

Workforce management (WFM) is a set of processes that maximize workforce performance and productivity with the goal of boosting organizational performance. But what does that mean exactly? Simply put: ...

Companies embrace software innovations like AI to take quicker actions based on real-time insights about skills, while self-service decreases costs, new research says Enterprises are transforming ...

Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

The latest Workforce Management Impact Report from Info-Tech Research Group, powered by SoftwareReviews, highlights the top enterprise tools empowering organizations with advanced decision-making ...

While there are likely workforce management (WFM) processes in place at your contact center, many contact centers are continuing to rely on spreadsheets to manage staffing requirements. Making changes ...