Workforce Management – 10 ways to improve your contact centre
Managing the workforce more effectively and reducing costs by creating forecasts for activity is critical in delivering bottom line profits,…
Workforce Management
NICE Systems Workforce Management deployed by Thomas Cook
NICE Systems Cloud-Based Workforce Management Solution deployed by Thomas Cook to Centralise Forecasting and Scheduling for Better Customer Experience NICE…
Genesys: Don’t Let Your Contact Centre Workforce Become the Walking Dead
You can’t escape these agents of the undead, pacing around listlessly, muttering to themselves about service levels, unfair schedules and…
Maximising the Benefits of Workforce Management Software
Workforce management software is a powerful tool when it comes to… well, managing your workforce. That sounds fairly basic, but…
Tips on buying Workforce Management software
Workforce Management software is a valuable tool when it comes to cutting costs in your call centre, with the potential…
Contact Centre as a Service (CCaaS) and Workforce Optimisation (WFO)
Klaas van der Leest, UK Managing Director, Intelecom UK Ltd says it’s time to connect the two to create the…