Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

Adopting a technology-first mindset is only step one in the overall direction, writes Raju Karki of Karki Consulting Group. Workforce optimization in the modern workplace is complex, to say the least.

Heidi Farris is the CEO of ActivTrak, focused on helping organizations use data to understand and optimize the way teams work. For years, people analytics promised to transform how businesses manage ...

Oracle’s decision to eliminate more than 150 positions from its cloud division reveals the complex balancing act facing technology companies as they navigate explosive artificial intelligence growth ...