Workforce Management (WFM) has come a long way from the days of spreadsheets, manual rosters and paper-based processes. As organisations grow more complex and customer expectations rise, the demand for
The Role of Technology in Workforce Management
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.
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.
