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 ...

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 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

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 ...

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 ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...