How Patient are your Customers? Erlang A may have the answer
Erlang C has been a WFM firm favorite for decades. Now there is an alternative. Rebecca Philp, Product Knowledge Manager…
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WFM Supports Engagement at OTTO Contact Centres
Workforce Management (WFM) technology from Teleopti supports employee engagement at online retailer OTTO Contact Centres Teleopti have announced that Germany’s…
Sabio Extends WFO Capability with Acquisition of Callware
Sabio extends workforce optimisation capability with acquisition of Callware Integration of Callware’s proven WFO and Speech Analytics business confirms Sabio…
Count to 5 for Perfect Multi-channel Forecasting
Count to 5 for perfect multi-channel forecasting in your contact centre – Keep it simple, that’s the message from Nick…
Set Your 2019 New Year Resolution in WFM
As we approach the end of an exciting 2018, the Aspect Team would like you to join us in a…
Support Services Group Deploy Teleopti WFM
Support Services Group deploys real-time, cloud-based Teleopti Workforce Management (WFM) to increase productivity across their contact centres and to support…
Aspect Announce Integration of WFM & Amazon Connect
Aspect Software announces integration between Aspect® Contact Centre Workforce Management™ and Amazon Connect – Integration brings Aspect’s enterprise-class Workforce Optimisation…
Eliminating Overtime Requires Businesses to Improve Efficiency
Eliminating the scourge of overtime requires businesses to do more to drive workplace efficiency, says Colin Whelan, Principal WFO Solutions…
Common Mistakes in Forecasting in the Contact Centre
How to avoid the 5 most common mistakes in forecasting in the contact centre – According to Nick Brook at…
U-WFM Announce Next Generation of Cloud WFM for Contact Centres
U-WFM announces the Next Generation of Cloud Workforce Management for Contact Centres Powerful, easy-to-use and affordable – realise the benefits…
Tortoise or Hare – Which One is Your Contact Centre?
Tortoise or Hare – which one describes your contact centre? – contact centers should look to introduce a ‘less haste,…
Is it Really a ‘Tug of War’ in Contact Centres?
When operations wants one thing and agents want another the atmosphere can become tense. Karim Chabane at Teleopti reveals how…
The 2018 Contact Centre WFM Benchmark Survey
injixo need your help and insights to craft the ultimate 2018 WFM Benchmark Report to uncover what’s really going on…
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of…
SVL Business: PULL OVER – We’re the Real-time Police!
I started my career in resource planning, not quite at the time when you had to use string and a…
Teleopti Empowers WFM Software with Artificial Intelligence
Teleopti, a global leader in workforce management (WFM) solutions, today launched the first of many functionalities within its Artificial Intelligence…
Teleopti Earns Top Score for Overall Vendor Satisfaction
Teleopti earns top score for overall vendor satisfaction in DMG Consulting’s WFM Report for fourth year running Teleopti, a global…
Aspect Awarded Patent for WFM Scheduling System
Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System – Innovation accurately models and simulates the interaction dynamics of…
NICE WFM Transforms Customer Experience for Thomas Cook
NICE Workforce Management is helping Thomas Cook UK increase operational efficiency, service level adherence, savings, and customer satisfaction NICE have…