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 ...

Artificial Intelligence, or AI, has become a transformative element for businesses in the years following the pandemic. The advent of new technologies has helped businesses automate monotonous ...

Adopting a technology-first mindset is only step one in the overall direction, writes Raju Karki of Karki Consulting Group. Workforce optimization in the modern workplace is complex, to say the least.

As healthcare organizations adapt to the changing landscape, it’s becoming increasingly clear that technology is a key driver of success. In recent years, we have witnessed the transformative impact ...

MELVILLE, N.Y.--(BUSINESS WIRE)--Verint ® (NASDAQ: VRNT), The Customer Engagement Company ™, today announced that its Workforce Engagement solution has been named a leader in The Forrester Wave ™: ...

DMG Consulting last year valued revenue for the global contact center workforce optimization market at $2.1 billion, up only slightly from 2019’s total. The primary drivers of the market during the ...

Employers who want to attract and retain the best talent acknowledge that the one-size-fits-most approach to benefits plans and programs will no longer work for a workforce that has become younger and ...