WFM

Tymeshift is an AI-powered solution built on Zendesk to help organisations track agent activity, productivity, and efficiency in real time.

The collaboration opens up growth opportunities in CX, WFM, and digital transformation NICE and Cognizant announced the launch of a global strategic go-to-market partnership to accelerate customer experience (CX) transformation. This partnership leverages Cognizant’s deep consulting and business transformation capabilities along with NICE CXone’s industry-leading complete, integrated cloud platform to accelerate customer adoption of advanced […]

Playvox, a provider of contact centre workforce engagement management (WEM) solutions, has expanded its Workforce Management (WFM) Capacity Planner solution. Within the Capacity Planner, contact centre leaders can do the following: Access historical data to generate a fluid capacity plan that forecasts volumes already built in the system; Obtain visibility with absence, shrinkage, and attrition […]