Workforce management systems are becoming increasingly powerful tools for any organization with a large mobile workforce. Recent WFM advances include the addition of analytics that automate once ...

If you’re a retailer, you know that the flow of calls, e-mails and Web chats coming into your contact center can fluctuate greatly depending on a wide variety of factors. The time of year; the success ...

From scheduling and training to task management and communication, workforce management technology helps retain employees, improve efficiency and satisfy customers. Today's employees in the ...

Call Center: What is Workforce Management? Is it more than just fancy scheduling software? Bill Durr, Witness Systems: Workforce management is the codeword for forecasting and scheduling software in ...

In a rapidly evolving digital landscape, modernizing workforce management systems has become an urgent priority for federal agencies to remain competitive and efficient. During a recent podcast ...

Calabrio, the workforce and conversation intelligence company, today announced its Workforce Intelligence solution at its annual Calabrio Customer Connect (C3) event, offering AI-powered workforce ...

Labor is the single biggest expense facing any contact center — which is why getting the right number of agents in place to answer incoming calls, place outbound calls, respond to emails, and handle ...

DEDHAM, Mass.--(BUSINESS WIRE)--Reflexis Systems (now part of Zebra Technologies), a leading provider of AI-powered workforce management and real-time execution solutions for multi-site businesses in ...

Noble Systems, a provider of unified contact center technology solutions, has acquired Australia-based Open Wave, a workforce management (WFM) software and solutions specialist. The transaction ...

MELVILLE, N.Y--(BUSINESS WIRE)--Verint ® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company ™, today announced that it has been named the global market leader in Pelorus Associates’ 2018 ...

Andrew Bartels tracks contingent-workforce management tools and services for Giga Information Group Inc. in Cambridge, Mass. Computerworld editor at large Gary H. Anthes asked Bartels to comment on ...