Is your WFM forecasting method phoning it in? Traditional WFM methods of forecasting and scheduling are based on outdated paradigms from phone calls. Our new reality is digital, and your WFM solution ...

Workforce management (WFM) sounds more inclusive than it actually is. In the call center environment, WFM encompasses four key processes: forecasting the volume of customer contacts, using the ...

Outdated labor forecasting processes were detrimental to retailers in normal times, but they’ve been even more damaging during the COVID-19 pandemic. Without modern forecasting systems, retailers end ...

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of ...