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.

Conversations about workforce optimization (WFO) have heated up in the past couple of months. Following several passionate discussions about its future – as the transition to the cloud accelerates – I ...

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 ...

AI-powered personalization for workforce optimization is the new trend helping companies simultaneously improve worker retention and increase productivity. It is clear that companies need new methods ...

MELVILLE, N.Y.--(BUSINESS WIRE)--Verint ® (Nasdaq: VRNT), The Customer Engagement Company ™, today announced that it has received top scores in multiple customer satisfaction categories according 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 ...

The benefits of workforce optimization have been proven, but nonetheless these technologies are growing in popularity slowly. According to analysts, the reluctance to purchase these solutions is based ...

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 ...

SALT LAKE CITY--(BUSINESS WIRE)--NICE inContact, a NICE (Nasdaq: NICE) business, today announced availability of the NICE inContact CXone Workforce Optimization (WFO) Pro suite for contact centers on ...

At a time when Web self-help tools are the craze, Blue Pumpkin Software Inc. is focusing on improving human interaction. The company today announced two additions to its workforce optimization suite ...