Workforce management software will always do three things for the call center: schedule agents time, forecast and predict how many agents a center will need at different times through the day and the ...

While not as mature as its use in other areas, health systems across the U.S. are beginning to adopt predictive analytics tools for labor cost forecasting. Many organizations have automated ...

New release brings predictive intelligence, regional expansion, and enhanced employee performance tools to contact center operations. Aspect, a leading provider of cloud-based workforce management ...

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 ...

New report finds employers are focused on developing workforce resilience as 65% say mental health–related leaves are increasing BURLINGAME, Calif.--(BUSINESS WIRE)--Employers have made major strides ...