Call Center Magazine: What is Workforce Management? Is workforce management software more than just fancy scheduling software? Michael Williams, director of marketing, GMT: The definition of Workforce ...

MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact center platform. The ...

Businesses are doubling down on innovations like generative AI, advanced analytics and conversational intelligence to redefine how they engage with customers through contact centers. These tools are ...

Contact center workforce management (WFM) solutions are among the most important productivity tools in contact centers. These applications allow managers to forecast the volume of transactions that a ...

Dreamforce to You 2020, the virtual version of this year’s annual Salesforce conference, begins today with keynote presentations and continues at DreamTX, a four ...

Many WFM systems require call centers to perform a forklift upgrade once they grow to a certain size. A scalable system that can accommodate growth without installing ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq:NICE) today announced that it is the market share leader in contact center Workforce Optimization (WFO), as reinforced by top industry analyst DMG ...

Dublin, July 07, 2017 (GLOBE NEWSWIRE) -- Research and Markets has announced the addition of the "2017 Contact Center Workforce Optimization Market Share Report" report to their offering. The 2017 ...

MONTREAL, Oct. 4, 2018 /PRNewswire-PRWeb/ -- Quovim C3, a provider of Contact Center and Unified Communications solutions and consulting services, announces the acquisition of Montreal-based SSA ...