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How Should Digital Transformation Change Workforce Management?
If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact ce…
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Workforce Management Feeds Workforce Optimization
At its core, workforce management is about forecasting. It's about predicting the volume of customer contacts (calls, emails, etc.), using those predi…
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CUSTOMER Magazine Announces Winners of 3rd Annual Workforce Optimization Innovation Awards
TMC announced today the winners of the 2018 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
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CUSTOMER Magazine Announces Recipients of the 2018 Customer Experience Innovation Awards
TMC announced today the winners of 2018 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
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Bright Pattern, Paxyl Partner to Proliferate Omnichannel Contact Center Presence
Bright Pattern announced a new partnership with Paxyl Solutions, enabling the new partner to offer mid-market and enterprise customers user-friendly, …
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HIMSS to Serve as Stage for Spok Contact Center Solution Release
Spok Holdings is demonstrating its cloud-native enterprise communications platform that includes a fully integrated healthcare contact center with cli…
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Why Your Small Customer Support Operation Needs Workforce Management
Workforce management is for huge companies…right? In small contact centers or support centers, the hairy eyeball of the supervisor should be enough to…
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How to Identify and Eliminate the Pain Points across the Customer Journey
Discovering the root cause of a customer experience friction point requires a classification model that incorporates an exhaustive list of that compan…
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Ending Team Silos By Improving Process Flows
Establishing communications links between software tools, as well as humans, can help prevent dangerous "team silos" from gaining a foothold in your o…
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The New Digital Workforce is Transforming the Workplace
The implementation of digital workers like AI and automation is transforming the very nature of human work.
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