Lifting Innovation With Cloud WFM
Workforce management (WFM) has been a fixture in the contact center world for decades. But it took on newfound importance…
Important Trends in Workforce Management Technology
At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply…
Target Those Manual Processes with Automation
Automation, from Dictionary.com: “The technique, method or system of operating or controlling a process by highly automatic means, as by…
Moving Beyond Phone Calls: WFM In An Omnichannel World
“Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer…
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