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.
Forecasting in Contact Centres: Do you really need AI?
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.
Understanding the Strategic Importance of Workforce Management
Although workforce management is frequently overlooked in strategic planning, it is crucial to recognise the significant contributions.
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.
#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.
The Impact of the Wrong Software on Employee Experience
As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day.
Supporting and Engaging Remote Agents
In the past year, businesses across the world have seen significant disruptions to their daily operations. For many industries, this has meant, changing the way they operate, enabling staff to
What Agent Satisfaction Says About Customer Satisfaction
Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation’s values and standards.
Optimising a Remote Workforce
Many employees in multiple industries are equipped with the right tools to work from home without hesitation. While it’s an easy shift for those companies, not everyone has the same luxury.
4 Ways to Help Your Team Resolve Customer Service Complaints Quickly
Today, the general public doesn’t wait for things to happen. When consumers are experiencing a problem, they expect a solution on the same day.
