If you’ve never worked in or managed a call center, the job of call scheduling seems pretty straightforward: You get a certain number of employees and get them to either answer calls or make them. A ...

Workforce optimization as a call center strategy means that agents are seen as an important part of the greater enterprise. They are a group of employees that need to be treated with care, properly ...

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 ...

An affordable workforce management solution sheds light on the call center schedule-but, like competing software, it falls short on branch scheduling, according to a credit union here. "We found a ...