Workforce management (WFM) sounds more inclusive than it actually is. In the call center environment, WFM encompasses four key processes: forecasting the volume of customer contacts, using the ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Call Center Magazine: What is Workforce Management? Is workforce management software more than just fancy scheduling software? Michael Williams, director of marketing, GMT: The definition of Workforce ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

What Is the Best Dialer for My Call Center? Your email has been sent Learn about five types of call center dialers, including the benefits and drawbacks of each solution. Discover the ideal dialing ...