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Workforce optimization software can help companies of all sizes improve best practices and achieve significant improvements in service quality and operational efficiency. These solutions also aim to improve service delivery, lower operating costs and increase overall agent retention.

One fundamental necessity of effectively managing your service workforce includes the forecasting of contact patterns using historical data. Many systems also offer an expanded range of features including skill-based and multimedia scheduling, intra-day reporting, agent self-service capabilities, schedule monitoring and time-off administration.


Below, you'll find white papers on workforce management, workforce performance management, and workforce optimization. You'll also find white papers that offer additional solutions to help you more effectively manage your contact centers. Be sure to check back often, as this section is updated regularly.


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Workforce Management

  • The Open CCaaS Advantage
    — Presented By: Verint® Systems

    The report demonstrates the shortcomings of traditional CCaaS solutions and gives you a guide to creating genuine ROI by building CX automation into the heart of your contact center applications.

  • CCaaS Buyers Guide
    — Presented By: Verint® Systems

    As you seek to more efficiently and effectively manage contact center interactions, you may consider a contact center as a service (CCaaS) solution.

  • Closing the Engagement Capacity Gap With One Workforce
    — Presented By: Verint® Systems

    Having the right number of the right people in the right place at the right time is no longer good enough – you need to be able to make anyone the right person through access to contextual knowledge.

  • Improving the Agent Experience – Motivation, Engagement, and Retention
    — Presented By: Balto

    Take an in-depth look at how to improve motivation, engagement, and job satisfaction and how they impact agent experience, team performance, and contact center success.

  • The Contact Center QA X-Factor
    — Presented By: CallMiner

    Most organizations have a large disparity between the number of QA analysts and contact center agents. Learn how to maintain customer centric standards around contact center quality, while continually enhancing employee experience.

  • MAJOR difference between coaching Gen X and Millennials
    — Presented By: CallMiner

    Believe it or not, there are five generations that make up today’s workforce. Each of these generations has different ways in which they communicate and different preferences in the ways they like to be communicated to.

  • How to Fix Onboarding
    — Presented By: Balto

    With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce.

  • NEVA - An integrated automation platform that brings people and robots together
    — Presented By: NICE

  • 7 Industry Insights for the Contact Center
    — Presented By: Balto

    Every contact center is different, and every industry has its own unique benefits. But how do these benefits affect contact center workers? We surveyed over 2000 agents and managers across all industries to better understand their differences, similarities, and unique traits.

  • Work-Life Balance for the Prepared Agent
    — Presented By: NICE

    Companies of all types have started vying for workers in all age groups by offering similar flexibility. This has created an atmosphere of fierce competition, and contact centers must adjust to this new expectation for work life balance in order

  • Health of the Contact Center - Agent Wellbeing and the Great Resignation
    — Presented By: Calabrio

    Over the past two years, the contact center has gone through rapid, transformative change— accelerating the shift to flexible work and cloud-powered operations, and bringing in new technologies to help agents interact with customers. But how is all that change affecting agents? To find out, Calabrio asked agents ab

  • Digital Channel Management for WFM for Dummies
    — Presented By: NICE

    Digital Channel Management for WFM for Dummies, NICE Special Edition, will give you the latest insights into how to integrate the expanding array of digital channels to optimize your workforce management (WFM).

  • Digital Channel Management for Workforce Management
    — Presented By: NICE

    In this ebook, we’ll address why digital changes everything, dive into the unique nature of digital channels and the controls needed, and detail how WFM must evolve as a result.

  • Delivering Speed, Intelligence and Flexibility for an Improved Customer Experience
    — Presented By: Amazon Connect

    Through a series of customer interviews and data aggregation, Forrester concluded that the three-year financial impact of switching to Amazon Connect helps the average customer with significant costs savings, increased income, and improved agent productivity.

  • The Work From Home Supervisor
    — Presented By: CallMiner

    Learn how speech analytics can improve remote agent management, coaching and decision making.

  • A Guide to Get Real About Coaching Agents
    — Presented By: Sharpen

    Sharpen Technologies has created a guide which provides real, actionable ways to improve your coaching skills. Implement them today to grow your team's efficiency, effectiveness, and empowerment.

  • Tackle the Issue of Unpredictable Customer Traffic
    — Presented By: NICE

    Download this white paper to read how NICE WFM 7.0, forecasting with Artificial Intelligence, gives you unparalleled flexibility that can take your workforce management solution to the next level.

  • Pipkins Forecasting Case Study: Data and Forecasting Analysis
    — Presented By: Pipkins, Inc.

    All call centers are unique when considering historical data. In order to determine whether forecasting directives are required and if so, which ones, it is necessary to consider the nature of the historical data. If the forecasting tool is to make the best predictions, an analysis of the historical data is recommended. This case study is a summary of the key steps in this process.