Blog

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.

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.

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.

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. Real Time Analysts therefore have a difficult task. 

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 workforce planning (WFM) industry is undergoing a significant transformation as AI-driven digital resources become an integral part of business operations.

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.

The landscape of work has changed dramatically since the onset of the COVID-19 pandemic. As businesses begin to ask employees to return to the office full-time, many are overlooking a powerful shift in employee priorities,

In today’s data-driven world, storytelling with data is more critical than ever. Numbers alone can feel cold and detached, but data can come alive when combined with a compelling narrative and thoughtful use of colour.

There's nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job.