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 ...

As work changes faster than org charts job architecture offers a shared language for workforce planning career paths and AI driven change.

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 ...

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.

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 ...

Supporting Agents and Supervisors in their quest to better enable remote workers – and demonstrating an additional proof point of the Five9 product unification strategy The integrations will deliver ...

In March of 2021, the Government Accountability Office released its report on high-risk areas within the federal government. Each area selected by the GAO calls attention to areas where there is ...

Valuing employees goes a long way in delivering a superior customer experience. Casey's did a systemwide rollout of AVA (Automated Voice Assistant), a conversational AI voice ordering system powered ...

New AI-powered enhancements to Leaptree Optimize help organisations analyse interactions, spot quality trends, and ...

Steve Dertien is the CTO of PTC, championing corporate technology strategy across the company's product portfolio. To continue reading this content, please enable ...

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

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 ...