Change is the only constant in your contact centre. From new products and evolving service channels to updated systems and reshaped processes, no day looks exactly like the last. However,
Today’s contact centres face fierce competition – not just for customers, but also for talent.
Elevate Real-Time Planning with tips on automation, team development & retention to boost contact centre performance & reduce turnover.
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.
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.
Workforce Planning isn’t always easy and accurate forecasting can be a difficult task. Customers aren’t always predictable and unexpected events can happen.
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.
The landscape of work has changed dramatically since the onset of the COVID-19 pandemic.
