Employers are grappling with a myriad of workforce-related issues ranging from productivity to attracting and retaining talent, but many may be overlooking some seismic shifts that are reshaping the ...

For the first time ever, organizations are employing a truly multigenerational workforce. One reason five generations—from Traditionalists to Gen-Z—are now working side by side is population aging.

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 ...