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 ...

Artificial Intelligence, or AI, has become a transformative element for businesses in the years following the pandemic. The advent of new technologies has helped businesses automate monotonous ...

Heidi Farris is the CEO of ActivTrak, focused on helping organizations use data to understand and optimize the way teams work. In boardrooms across industries, discussions around EBITDA and ...

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.

According to Gallup, only 20% of employees worldwide are fully engaged at work. The vast majority perform at a fraction of their potential, costing employers between 50% and 200% of an individual’s ...

Many contact center agents come, and then they go. It’s the nature of the role, especially for staff positions —job satisfaction is elusive and the work experience not to agents’ liking. For their ...