Workforce management (WFM) has been a fixture in the contact center world for decades. But it took on newfound importance…
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At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply…
Read More »Automation, from Dictionary.com: “The technique, method or system of operating or controlling a process by highly automatic means, as by…
Read More »“Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer…
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