The current economic climate has businesses of all sizes on edge: inflation, a competitive job market and the looming shadow of an impending recession are creating a mire of conditions that defy even ...

Workforce optimizations/management describes the process used by employers to distribute their resources and employees, monitor attendance, and keep up with ...

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 ...

Retains top spot in both North American and Global rankings since 2006Aspect Workforce Management available in the cloud, on premises or in a hosted environmentAspect Software, a leading provider of ...

Question: How serious are companies about workforce development? Answer: "Wait for a recession and workforce development is the first thing management stops doing ...

Aspect Software has announced its acquisition of all the assets of quality management provider SophistiCom Technologies. That firm's management application provides contact centers with quality ...

The benefits of workforce optimization have been proven, but nonetheless these technologies are growing in popularity slowly. According to analysts, the reluctance to purchase these solutions is based ...

Almost a year on from the devastating SolarWinds attack last December – and the start of Biden’s tenure in January – and cybersecurity continues to sit firmly in the board’s crosshair. Pressure is ...

This article is part 2 of a 4 part article series, sponsored by Genesys. A critical moment occurs when customers call your customer support center. In one scenario, they’re put on hold and asked to ...