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Workforce Optimization
14/2/2022

How to monitor attention on social networks: 4 steps for Workforce analysts

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Workforce Optimization
24/6/2021

Specialized agents or multi-skill agents? A WFM dilemma

Defining the type of distribution in the contact center is a dilemma faced by many Workforce Management analysts. Is it more profitable for agents to specialize in a topic or channel...

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Workforce Optimization
22/3/2021

The analysis of information in the WFM process

How important is analytics in the Workforce Management process? Do contact centers give you the centrality they should? How does technology improve data analysis?

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