So, you’ve decided it’s time to take your WFO solution to the cloud. That’s a smart choice—and one that puts business first rather than drain focus on IT infrastructures. But pause before you purchase because not all software offerings are created equal. There are many WFO providers marketing themselves as “cloud,” but who are not […]
Building an efficient contact center that solves a customer’s problem effectively the first time around while also keeping agents motivated is the ultimate goal of CX leaders everywhere. Success comes down to effective workforce planning – in its simplest form – ensuring enough of the right-skilled staff are in the right place at the right […]