Although workforce management is frequently overlooked in strategic planning, it is crucial to recognise the significant contributions.
Understanding the Strategic Importance of Workforce Management
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.”
How to Select the Best Workforce Management Solution for your Contact Centre
The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.
Why Contact Centres are looking at Onshoring Contact Centres again
As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.
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.
