The workforce management (WFM) market has awakened and is attracting replacements and new sales at rates never seen before. Interest...

In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact...

In our experience working with leading call center executives around the world, we've found that most share one thing in...

For many years, contact center workforce management (WFM) solutions have been used to optimize agent schedules and productivity. These solutions...

The silos often get in the way when we are serving customers. Customers are triaged, put on hold or passed...

No contact center technology is more notorious than interactive voice response or IVR. This three-letter acronym more often than not...

In October, I covered results from the 2011 Contact Center Productivity Survey. As we’re wrapping up 2011 and looking to...

Technology is a great and wonderful thing. The best thing about technology is that it frees up humans to do...

We recently partnered with Unisphere Research on a project to help shed light on the state of call center productivity....

What is Productivity Plus? It’s a type of short-hand that epitomizes the balancing act you have to do on a...