While the labor market remains “tight,” employees and candidates aren’t budging on what they expect from their employers. Competitive pay and benefits are often not enough to attract and retain top ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Call Center Magazine: What is Workforce Management? Is workforce management software more than just fancy scheduling software? Paul Najdzin, sales engineer, Pipkins, Inc.: Workforce Management is the ...

BLR announced that TrainingToday, its workforce training platform, has been awarded in the Best Advance in Learning ...

Managing a workforce of call center agents around the world in the new hybrid working environment called for a change of approach. Agent engagement and empowerment, simplifying the coaching process, ...

Forbes contributors publish independent expert analyses and insights. I help executives track and innovate against business disruptions. The narrative around AI in the workplace has often been ...