Its Time to Rethink How you do Real Time Management!
One of the most time-consuming responsibilities for contact centre leaders is scheduling. Often responsibilities such as coaching, performance development and strategic initiatives are sidelined by administrative tasks.
Top Ways Contact Centres Are Automating Processes In 2025
In an environment where every minute counts, the ability to automate routine tasks not only improves efficiency but also empowers agents to focus on high-value interactions.
How Workforce Planning Can Help Solve the Housing Crisis
The global housing crisis has reached a tipping point, with affordability becoming a significant challenge for millions. While various economic and policy-driven solutions are being debated.
Tackling Surges in Calls Without Hiring More Staff
Workforce Planning isn’t always easy and accurate forecasting can be a difficult task. Customers aren’t always predictable and unexpected events can happen that cause surges in call volumes.
The Rise of the Digital Workforce: Seamlessly Integrating AI into Workforce Planning
The workforce planning (WFM) industry is undergoing a significant transformation as AI-driven digital resources become an integral part of business operations.
Taking Back the Optimisation Mantle – Why WFM Must Lead the Charge
In many organisations, the Workforce Management (WFM) function has long been the backbone of operational efficiency—ensuring the right people are in the right place at the right time to meet business demands.