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 ...

As healthcare organizations adapt to the changing landscape, it’s becoming increasingly clear that technology is a key driver of success. In recent years, we have witnessed the transformative impact ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The current economic climate has businesses of all sizes on edge: inflation, a competitive ...

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.

Valuing employees goes a long way in delivering a superior customer experience. Casey's did a systemwide rollout of AVA (Automated Voice Assistant), a conversational AI voice ordering system powered ...

In March of 2021, the Government Accountability Office released its report on high-risk areas within the federal government. Each area selected by the GAO calls attention to areas where there is ...

Artificial Intelligence, or AI, has become a transformative element for businesses in the years following the pandemic. The advent of new technologies has helped businesses automate monotonous ...

S&P Global Market Intelligence report highlights platform's expansion from productivity monitoring to workforce planning and performance insight AUSTIN, Texas, Dec. 2, 2025 /PRNewswire/ -- ActivTrak ...

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9, Inc. (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced a new set of features that more fully help customers realize ...

Forbes contributors publish independent expert analyses and insights. George writes about growth strategy, execution & financing. I was recently introduced to Todd Zaugg, the CEO at Matrix Achievement ...

DALLAS--(BUSINESS WIRE)--Prolucent Health®, a leading provider of enterprise-wide healthcare workforce optimization software and services, today announced that veteran healthcare sales executives ...

SALT LAKE CITY--(BUSINESS WIRE)-- NICE inContact, a NICE (Nasdaq: NICE) business, today announced that NICE inContact CXone has expanded its Federal Risk and Authorization Management Program (FedRAMP) ...