Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

As healthcare organizations adapt to the changing landscape, it’s becoming increasingly clear that technology is a key driver of success. In recent years, we have witnessed the transformative impact ...

Adopting a technology-first mindset is only step one in the overall direction, writes Raju Karki of Karki Consulting Group. Workforce optimization in the modern workplace is complex, to say the least.

Question: How serious are companies about workforce development? Answer: "Wait for a recession and workforce development is the first thing management stops doing ...

The current economic climate has businesses of all sizes on edge: inflation, a competitive job market and the looming shadow of an impending recession are creating a mire of conditions that defy even ...

Workforce optimization—which DMG Consulting defines as a set of solutions that comprise at least three of the following complementary applications: workforce management, performance management, speech ...

Valuing employees goes a long way in delivering a superior customer experience. Casey's did a systemwide rollout of AVA (Automated Voice Assistant), a conversational AI voice ordering system powered ...

New York, United States , May 27, 2024 (GLOBE NEWSWIRE) -- The Global Workforce Optimization Market Size is to Grow from USD 8.25 Billion in 2023 to USD 22.45 Billion by 2033, at a Compound Annual ...

ActivTrak today announced it has won the Silver 2025 Excellence in Technology Award for Best Workforce Intelligence & People Analytics from Brandon Hall Group, marking the fifth consecutive year the ...