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How Should Digital Transformation Change Workforce Management?

By: Tracey E. Schelmetic    2/15/2019

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

By: Tracey E. Schelmetic    2/14/2019

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

By: CustomerZone360 News    2/13/2019

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

By: CustomerZone360 News    2/12/2019

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

By: Maurice Nagle    2/12/2019

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

By: Maurice Nagle    2/11/2019

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

By: Tracey E. Schelmetic    2/7/2019

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

By: Special Guest    2/5/2019

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

By: Bill Yates    2/4/2019

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

By: Bill Yates    2/4/2019

The implementation of digital workers like AI and automation is transforming the very nature of human work.

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