From WFO to WEM
Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many…
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are…
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…
The State Of The WFO Market
Dick Bucci has a long history researching and reporting on contact center applications. As the founder and sole employee of…
Why WFO Makes Sense For SMB Contact Centers
Don’t let the words “small” or “medium” fool you. Competently running a small to medium-sized business (SMB) is a daunting…
State Of The Industry: Tools In The WFO Suite
WORKFORCE OPTIMIZATION (WFO) TECHNOLOGY CONTINUES TO ADVANCE. While tools such as workforce management (WFM) and quality monitoring (QM) have achieved…
Getting the WFO Basics Right
Workforce optimization (WFO) technology can significantly impact the productivity and skills of employees, help agents diffuse difficult customer situations and…
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