Adopting a technology-first mindset is only step one in the overall direction, writes Raju Karki of Karki Consulting Group. Workforce optimization in the modern workplace is complex, to say the least.

Heidi Farris is the CEO of ActivTrak, focused on helping organizations use data to understand and optimize the way teams work. In boardrooms across industries, discussions around EBITDA and ...

As healthcare organizations adapt to the changing landscape, it’s becoming increasingly clear that technology is a key driver of success. In recent years, we have witnessed the transformative impact ...

Workforce optimization is a pain point for many provider organizations. Constrained labor resources, inconsistent policies and a lack of tools can create staffing challenges and stress, which can ...

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 ...

The current economic climate has businesses of all sizes on edge: inflation, a competitive job market and the looming shadow of an impending recession are creating a mire of conditions that defy even ...

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 ...

At a time when Web self-help tools are the craze, Blue Pumpkin Software Inc. is focusing on improving human interaction. The company today announced two additions to its workforce optimization suite ...