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 ...

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

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.

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 ...

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 ...

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 ...

This article is part 2 of a 4 part article series, sponsored by Genesys. A critical moment occurs when customers call your customer support center. In one scenario, they’re put on hold and asked to ...

Swimming in a sea of unpredictability, leadership in provider organizations eagerly welcomes any lifeline that offers cost efficiency and an improved patient experience. Adding to their growing list ...

In March of 2021, the Government Accountability Office released its report on high-risk areas within the federal government. Each area selected by the GAO calls attention to areas where there is ...

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 ...