ATHENS, Greece, March 18, 2025--(BUSINESS WIRE)--Omilia, a leader in Conversational AI solutions, today launched Omilia Workforce AI™, available immediately. A groundbreaking Gen AI-powered call ...

(NYSE:RNG), a global leader in AI-powered business communications, today announced it has been named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement ...

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 ...

RICHARDSON, Texas--(BUSINESS WIRE)--CommunityWFM, one of the premier contact center workforce management software solutions in the industry, today announced the launch of their solution on Talkdesk® ...

Calabrio, the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact center platform. The cloud-to-cloud integration gives Zoom ...

Zoom Communications has made a number of significant additions to its customer experience services portfolio, with a Workforce Engagement Management site designed to help boost employee engagement and ...

Agent scheduling is a fragile balancing act that affects the balance of profit and loss. Accurate forecasting is imperative for contact centers to ensure agent scheduling meets service levels while ...

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 ...

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.

Workforce management (WFM) is the process by which a company makes all of the complex factors of running a successful business come together to maximize an organization’s productivity and competency.