Customer Experience. It’s the Number-One Priority Driving Contact Center Workforce Optimization
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]
Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by […]
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]
A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many […]
Your contact center’s workforce management team carefully analyzes historical reports, factors in upcoming events and promotions that may impact call […]
The new generation of contact center workforce management (WFM) solutions provides a great way for managers to balance staff optimization […]