Workforce Management (WFM) is more than just a scheduling tool or a back-office process. At its core, WFM is the discipline of ensuring the right people are in the right
What is Workforce Management?
Forecasting in Contact Centres: Do you really need AI?
Discover when AI forecasting adds value in contact centres, where traditional methods still win, and how to choose the right approach for your WFM team.
AI Agents and What We’re Learning from Business Conversations
Discover how Call Design’s work with CallD.AI is reshaping enterprise conversations & redefining expectations around AI-powered customer interactions.
How Cloud-Based Workforce Management Solutions are Advancing Efficiency and Scalability
Focusing on digital innovation and robust reliability, workforce management solutions also underpin new operational standards to manage resources optimally in pursuit of sustained service excellence.
Why You Should Always Involve Your WFM Team in Your Change Management
Despite the attention given to product planning and project and change management, we find one key team is often left out of the loop: the Workforce Management (WFM) Team.
How to Implement Self-Scheduling Without Compromising Workforce Management
Today’s contact centres face fierce competition – not just for customers, but also for talent.
Elevating Real-Time Planning: A Path to Improved Performance and Reduced Turnover
Elevate Real-Time Planning with tips on automation, team development & retention to boost contact centre performance & reduce turnover.
Its Time to Rethink How you do Real Time Management!
Running a contact centre isn’t easy! Between managing agent schedules, handling customer interactions and ensuring employees stay engaged and productive, there’s a lot to juggle.
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.
