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 ...

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 ...

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 ...

AI, automation and digital transformation are reshaping workplaces. Consider how workplace communications have evolved. We’ve gone from in-person meetings to emails, from emails to Slack and from ...

VANCOUVER, British Columbia--(BUSINESS WIRE)--Innovorg, the only skills-building and workforce optimization platform for cloud, hosting, and data center teams, announced today that it has partnered ...

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.