Workforce Management: New Insights From a Seasoned Veteran

Workforce Management is both science and art. Hear the voice of experience as Rick Lee, Workforce Manager for Convergys, is interviewed by host Bruce Belfiore on his WFM best practices tips. Practitioners who are looking for a deeper level of WFM insight ...
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Digital Workforce, Keeping Automation Real

Nowadays you hear a lot of companies who are doing ‘something’ with Automation (RPA) or Artificial Intelligence (AI), however, what is the real story behind it, is it truly as easy as the vendors pitch it or does it require effort?
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Workforce Management Meets Workforce Morale

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Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2) Show

Analytics Demystified – Employee Focus (Session 2 of 2)
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Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2) Show

Analytics Demystified – Employee Focus (Session 1 of 2)
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Workforce Management Advanced Show

CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes   In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process, but a culture that uses data to drive systems and ...
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Workforce Management

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