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 ...

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.

Aspect Communications Corp., RightForce and Blue Pumpkin Software Inc. are all scheduled to unveil call center workforce optimization solutions this week designed to help companies ensure their call ...

As digital labor with specific roles, AI agents need to be managed as part and parcel of an organization’s entire workforce.