Workforce Management: New Insights From a Seasoned Veteran | Guest: Rick Seeley

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 | Guest: Martijn Zuiderbaan

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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Before Buying WFO Technology, Listen to this: Two Emerging Changes in the Contact Center Industry | Guest: William Durr

Lately, Bill has begun to detect some striking changes emerging in the contact center industry. Something that has always mystified Bill Durr is the absence of change in the industry. He sees that contact centers really don’t want to buy software, they want ...
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Workforce Management Meets Workforce Morale | Guest: Ed Poorbaugh

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Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2) Show | Guest: Bill Durr

Analytics Demystified – Employee Focus (Session 2 of 2)
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Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2) Show | Guest: Bill Durr

Analytics Demystified – Employee Focus (Session 1 of 2)
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Workforce Management Advanced Show | Guest: Adam Cincoski

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 | Guest: Adam Cincoski

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