While not as mature as its use in other areas, health systems across the U.S. are beginning to adopt predictive analytics tools for labor cost forecasting. Many organizations have automated ...

Here's a look at how the cloud leaders stack up, the hybrid market, and the SaaS players that run your company as well as their latest strategic moves. Read now Salesforce is launching tools that will ...

Using the example of a bank (GMT is particularly strong in the financial services), Hegebarth explains how scheduling the whole workforce could help the call center: “There's a cross-pollination or a ...

New release brings predictive intelligence, regional expansion, and enhanced employee performance tools to contact center operations. Aspect, a leading provider of cloud-based workforce management ...

Human resource forecasting is a process that helps an organization determine how many employees it will need in the future to meet its strategic goals. HR forecasting involves establishing what jobs ...

For decades, contact centres have relied on spreadsheets, historical data, and manual effort to forecast staffing needs. While these tools have served their purpose, they are increasingly outmatched ...

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With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Workforce planning is a critical, multifaceted discipline that strives to ensure that organisations – whether in healthcare, education, manufacturing or service industries – have the right number of ...