Workforce Management

Workforce Management Grows in Importance

April 1, 2021May 13, 2021
Best Practices, Best Practices, Cloud Technology, COVID-19 / Pandemic, Digital Transformation, Management & Operations, Omni-Channel Contact Center, Posts, Self-Service / IVR / IVA, Technology & Applications, Work-From-Home, Workforce Management

WFM Solutions in the Future

November 10, 2020April 12, 2021
COVID-19 / Pandemic, Posts, Technology & Applications, Workforce Management

VISION 2020

May 21, 2020March 10, 2021
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Intelligent Automaion, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Technology & Applications, Workforce Management

How much historical data is needed for AI to improve forecast accuracy in workforce management?

May 9, 2020
Artificial Intelligence (AI), Q&A, Workforce Management

What’s New in the World of Contact Center WFM

April 20, 2020
COVID-19 / Pandemic, Posts, Technology & Applications, Workforce Management

New Workforce Management Transfers Power to Agents

July 31, 2019April 23, 2021
Posts, Technology & Applications, Workforce Management

What’s New with Workforce Management?

October 16, 2018
Newsletter, Technology & Applications, Workforce Management

The Uberization of Workforce Management

July 9, 2018
Newsletter, Technology & Applications, Workforce Management

WFM Solutions and Vendors Are Not All the Same

August 18, 2017
DMG in the News, Posts, Technology & Applications, Workforce Management

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

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