Workforce Management aligns people, strategy & technology to boost efficiency, engagement & customer outcomes.
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.
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.
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.
The Rise of the Digital Workforce: Seamlessly Integrating AI into Workforce Planning
The workforce planning (WFM) industry is undergoing a significant transformation as AI-driven digital resources become an integral part of business operations.
Taking Back the Optimisation Mantle – Why WFM Must Lead the Charge
In many organisations, the Workforce Management (WFM) function has long been the backbone of operational efficiency.
The Hidden Costs of Mandating a Return to the Office: Why Employers Should Rethink Their Approach
The landscape of work has changed dramatically since the onset of the COVID-19 pandemic.
Telling a Story through Intra-Day Performance Data: Let’s NOT talk numbers!
In today’s data-driven world, storytelling with data is more critical than ever. Numbers alone can feel cold and detached.
