Technology & Applications

Are You Ready for Digital Transformation?

August 1, 2017
Channels [Contact Center], Posts, Strategy, Technology & Applications

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step

April 5, 2017
Publications, Technology & Applications, Workforce Management

Workforce Optimization Is Under Siege

February 10, 2017
Publications, Workforce Optimization (WFO)

Workforce Optimization Is Poised for Big Changes

December 11, 2016
Contact Center, Publications, Workforce Optimization (WFO)

It’s Time to Replace the Annual Performance Appraisal

August 24, 2016
Contact Center, Contact Center Performance Management (CCPM), Publications, Real-Time

Can Speech Analytics Deliver a Payback and Benefits?

August 23, 2016
Contact Center, Interaction Analytics (Speech & Text), Return on Investment (ROI) / Business Case

Voice Biometrics Can Protect Against Fraud—and Ensure Customer Satisfaction

August 1, 2016
Contact Center, Publications, Voice Biometrics

Analytics-Enabled QA: It’s Time!

June 25, 2016
Contact Center, Interaction Analytics (Speech & Text), Publications, Quality Management / Analytics Enabled QM (AQM)

What to Look for In a Recording Solution

January 28, 2015
Contact Center, Publications, Recording

8 Criteria for a True Workforce Optimization Suite

June 16, 2014
Contact Center, Publications, Workforce Optimization (WFO)

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