Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center...

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB)...

In the prior blog article, "Why All the Fuss Over Advanced Intraday Automation," we outlined the problems addressed, what it...

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced...

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a...

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up...

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But...

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to...

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken...

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a...