Workforce Optimization Featured Articles
Finding: Unhappy Employees More Likely to Poison the Others
Engaged employees are happy employees and happy employees create happy customers and stay put. It's the primary focus of workforce optimization and a reason why it's a booming business...
Speech Analytics Need Not Involve a Challenge
A well-developed and executed speech analytics platform can deliver significant value for you and your customers, as long as it's done right...
Making Contact Center Work 'Fun' As Well as Productive
It's everyone's dream, at a young age, to have a "fun" job. Later, when we grow up, we realize there can be only so many rock stars and zookeepers for baby animals in the world...
WFM: Bridging the Goal Gap Between HR and Contact Center
Human resources is used to hiring workers with regular schedules and predictable workloads. Workers, in general, prefer a predictable schedule, but this isn't always possible in the contact center...
White House: Employee Engagement Starts at the Top
Only 63 percent of federal employees are engaged with their work, according to the Federal Employee Viewpoint Survey's Employee Engagement Index...
Why the Best Leaders Show Some Vulnerability
There's an inherent tension between competing in business and being a good leader. That's because competition requires strength, and being a good leader requires showing vulnerability, something that often can seem diametrically opposed to strength...
Finding: Disengaged Employees Are Costly, Bad For Business
As businesses compete not only for space in the market and the accomplished professionals who can deliver, it's evident that employee engagement is the cornerstone of a company's growth...
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