5 Sep

UK Utility: Weathering the Storm with Real-Time Automation

Jennifer Lee

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. […]

29 Sep

Call Center Cost Reduction: Automation Outranks Alternatives

Kyle Antcliff

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

16 Jan

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Matt McConnell

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question […]