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 ...

Building the Clinical and Operational Infrastructure for a Sustainable Future, sponsored by AmplifyMD, explores how integrated virtual specialty care models are helping hospitals extend scarce ...

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 ...

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.

Question: How serious are companies about workforce development? Answer: "Wait for a recession and workforce development is the first thing management stops doing ...

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 ...

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 ...

Swimming in a sea of unpredictability, leadership in provider organizations eagerly welcomes any lifeline that offers cost efficiency and an improved patient experience. Adding to their growing list ...

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 ...

New York, United States , May 27, 2024 (GLOBE NEWSWIRE) -- The Global Workforce Optimization Market Size is to Grow from USD 8.25 Billion in 2023 to USD 22.45 Billion by 2033, at a Compound Annual ...