WFM
The concept of Workforce Management was born in the Contact Center and has evolved into a mission-critical solution for organizations that want to stay on the leading edge of customer service, employee satisfaction, operational efficiency and profitability. What started out by predicting incoming call volumes on single queues and creating rudimentary shift plans has evolved […]
Kofax Kapow
At the center of every successful business is information that needs to be quickly accessed, processed and acted on. The challenge for every enterprise organization is that the information is typically scattered across internal systems, including legacy applications, and external sources such as web sites and portals, making it extraordinarily difficult to integrate and automate […]