The contingent workforce continues to have a massive impact on organizations across the globe. While the growth of this workforce segment and flexible work arrangements were notoriously accelerated by ...

Conversations about workforce optimization (WFO) have heated up in the past couple of months. Following several passionate discussions about its future – as the transition to the cloud accelerates – I ...

Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

Almost a year on from the devastating SolarWinds attack last December – and the start of Biden’s tenure in January – and cybersecurity continues to sit firmly in the board’s crosshair. Pressure is ...

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced a new set of features that more fully help customers realize ...

Moving beyond traditional temp agencies, iJility delivers custom workforce solutions designed to improve productivity, reduce labor costs, and enhance operational efficiency for the warehousing, ...

This article is part 2 of a 4 part article series, sponsored by Genesys. A critical moment occurs when customers call your customer support center. In one scenario, they’re put on hold and asked to ...

Workforce flexibility is critical to the well-being of hospitals and health systems. It takes an intentional plan, however, to balance contract labor, minimize employee overtime and avoid overstaffing ...

ATLANTA--(BUSINESS WIRE)--Venn Workforce Optimization – a provider of locum tenens optimization, program and supplier management, and workforce solutions technology – today announced the appointment ...

One of the missteps I made when I became a nomadic founder was how I managed my team. I had to learn how to build and manage my team remotely and to be an effective leader despite my constant movement ...

While workforce optimization technology (WOT) has been widely available in the customer engagement marketplace for decades, it’s been evolving most rapidly in richness and customer acceptance during ...

Music streaming giant Spotify has announced a significant reduction in its workforce, constituting approximately 17% of its employees. This bold decision is part of the company's effort to align its ...