Learn how ProHance with Call Design, delivers real-time visibility, fair workloads and continuous improvement across back-office and hybrid operations.
ProHance and Employee Monitoring: How to Use Visibility as a Force for Good
The Burnout Equation: Why Reducing Attrition Is Now the Contact Centre’s Greatest Competitive Advantage
Burnout is no longer just a buzzword, it’s a business risk. And behind every metric that measures service levels or cost per contact lies a deeper human reality.
The Role of Technology in Workforce Management
WFM has come a long way. As organisations grow more complex and customer expectations rise, the demand for accuracy, flexibility and speed in managing people has never been higher.
What is Real-Time Management Automation (RTMA)?
Learn how Real-Time Management Automation enhances workforce engagement, customer experience and operational efficiency in real time.
Why Workforce Management Matters
Discover why workforce management matters. Learn how WFM boosts efficiency, customer experience, staff engagement, compliance and decision making.
Is Human Subjectivity an Inhibitor?
Explore how conversational AI removes human subjectivity in customer interactions, boosting honesty, accuracy, satisfaction and faster resolutions.
What is Workforce Management?
Workforce Management aligns people, strategy & technology to boost efficiency, engagement & customer outcomes.
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.
