In today’s data-driven world, storytelling with data is more critical than ever. Numbers alone can feel cold and detached.
Telling a Story through Intra-Day Performance Data: Let’s NOT talk numbers!
Understanding the Strategic Importance of Workforce Management
Although workforce management is frequently overlooked in strategic planning, it is crucial to recognise the significant contributions.
Unlocking the Advantages of Remote Agents in Workforce Management
As the world becomes increasingly connected, remote working continues to be extremely popular.
Transport for NSW selects Alvaria Workforce Engagement Management Suite for Back-Office
Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle.
TSA Group Chooses Alvaria Workforce Engagement Management
Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group.
Building A Modern Engagement-Centric Workforce
The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.
#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List
The number one failing when implementing WFM into the back office is workload forecasting.
Getting Data from your WFM System
WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time.
How People Are Equally As Important As Systems
In a time when digital transformation is in full flight, it’s important to remember that people play an equally important role as the solutions you deploy.
How to Take Your WFM to the Next Level
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”
