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Tag Archives | contact center scheduling

What’s New with Workforce Management?

What's New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give [...]
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The Uberization of Workforce Management

The Uberization of Workforce Management In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies [...]
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