Recognised for innovation and thought leadership, Sabio is sharing its knowledge through a series of free white papers.
Each white paper takes an industry challenge, trend or concept and investigates its impact on the contact centre.
Transforming contact centre performance by taking advantage of key customer contact technology trends.
Workforce Management (WFM) is quite rightly seen as potentially the most valuable tool in the contact centre manager's portfolio, as it effectively provides them with a platform for unlocking the potential of further Workforce Optimisation initiatives.
While Workforce Optimisation (WFO), with its many different technology components and processes, represents a powerful approach for customer service organisations
The Professional Planning Forum launched the Volatility and Flexibility challenge, back in March 2014, consisting of three workshops: Analysis, Solutions and Delivery.