28 Jan

The Expansion of Workforce Management into Multi-Channel Contacts

Vicki Herrell

A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many […]

16 Jan

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Matt McConnell

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question […]