My first assignment with a new company was to replace our current workforce management system (WFM) because it didn't have all of the functionality that we needed. When I came across the installation ...

Workforce management software will always do three things for the call center: schedule agents time, forecast and predict how many agents a center will need at different times through the day and the ...

Call center software tools have become essential to almost every large-scale business. The software plays a critical role in simplifying customer relationships and improving an overall customer ...

In this episode of eSpeaks, Jennifer Margles, Director of Product Management at BMC Software, discusses the transition from traditional job scheduling to the era of the autonomous enterprise. eSpeaks’ ...