Intradiem Introduces First AI-Powered Solution to Predict Contact Center Agent Attrition

Solution’s 80% accuracy rate expected to reach 90% in 2024

Atlanta – September 12, 2023 – Intradiem, the leading provider of contact center automation solutions, is introducing the first AI-powered technology solution to quantify agent “burnout” and predict the risk of attrition at the agent level. Currently, the solution predicts churn accurately 80% of the time, but with refinements and model training in progress, the rate is expected to increase to 90% or more by 2024.

Rigid schedules, repetitive work, and regular hostility from frustrated callers make a call center agent’s job notoriously stressful. That fuels chronic attrition, which in turn raises costs and undercuts consistent customer brand experiences. Agent attrition is estimated at 40-70% annually, with some organizations turning over their entire agent populations each year. Replacing a single agent can cost $20,000 to $35,000.

“Agent attrition is always a pressing issue for contact center leaders. It’s costly to find, hire, and train agents, and a lack of experienced employees can negatively […]

Natterbox and Playvox Join Forces to Simplify Sales & Contact Center Workforce Management

Global leaders in contact center solutions team up to deliver operational excellence, cost savings, and customer satisfaction.

Natterbox, a global innovator in contact center solutions, has announced a partnership with Playvox, a leading provider of Workforce Engagement (WEM) solutions that include AI-infused workforce management (WFM) software and Quality Management (QM) software. This strategic collaboration empowers contact centers around the world to navigate the complexities of planning, forecasting, and scheduling their workforce with ease, while maintaining operational excellence, reducing costs, and delivering exceptional customer experiences.

With customers increasingly demanding hyper-personalized experiences across multiple channels, contact centers face growing challenges in optimizing their workforce to meet fluctuating demand. By integrating Playvox’s cutting-edge WFM capabilities with Salesforce Service Cloud Voice, Natterbox customers can enjoy unparalleled efficiency and effectiveness in their sales and contact center operations.

According to recent studies, contact centers that utilize advanced WFM technology can experience up to a 25% increase in agent productivity and a significant reduction in costs. Through […]

Global SaaS Company Centrical Partners with QATC

The world’s leading employee Performance eXperience Platform recently partnered with the respected professional organization to help support call center quality assurance and training teams.

New York, London, Tel Aviv, June 16,  2023 – Centrical, a global SaaS company, and the Performance eXperience Platform for frontline employees is pleased to announce its new partnership with QATC, an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.

Of this new partnership, Centrical CMO April Crichlow said, “Partnering with a revered organization like QATC makes perfect sense. Over the past several years, there has been a massive shift in how call centers do business, and this is especially true for quality assurance teams. QM processes are too often transactional, static, and disconnected from the overall employee experience, which prevents organizations from truly optimizing the data they have at their disposal. By connecting quality assurance teams, agents, and supervisors in a dynamic feedback loop, organizations […]

Rick Seeley Announced as 2023 SWPP Lifetime Achievement Award Recipient

NASHVILLE, TENNESSEE – May 15, 2023 – The Society of Workforce Planning Professionals (SWPP) has announced Rick Seeley as the recipient of the 2023 SWPP Lifetime Achievement Award, which recognizes an individual who has shown outstanding leadership in the workforce management industry.

Rick currently serves as WFM Supervisor at McKesson. He has worked in contact centers for over 33 years. His interest in workforce management started when he was an agent on the phones at the onset of the Sprint Texas Relay Service in Austin, TX in 1996. At that time, Rick inquired how the Supervisors were creating schedules. Once that was explained, Rick took the data and decided to play with it to create better coverage and better staffing. This morphed into creating the Operations Administrator position for Sprint Relay Services which was the initial
RTA, Scheduler, and Forecaster for all the Sprint Relay Services nationwide. And the rest is history. Rick moved to Dallas with Sprint to work as a […]

Playvox’s Workforce Engagement Management Solutions Continue Growth Trajectory

New customers, partnerships, products, leadership, and industry recognition drive company growth

SUNNYVALE, Calif., March 23, 2023 — Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact centers, today announced continued growth driven by new customers and partners, new and enhanced products, an expanded leadership team, and continued industry recognition.

New Customers and Partnerships

Continuing its momentum from the prior year, Playvox added several marquee clients and partners to its portfolio. Brands in a range of industries selected Playvox to support and optimize customer and agent experience, engagement, and workforce solutions. A sampling of new customers includes Squaretalk, Harry’s Inc., Telarus, Jenne Cloud Services Brokerage, and InflowCX.

More recent wins include fashion brands Skims and Decker’s, innovative pet food brand Farmer’s Dog, iconic coffee best seller Black Rifle […]

SWPP Announces Brandon Emms as Winner of the 2023 Workforce Management Professional of the Year Award

NASHVILLE, TENNESSEE – May 15, 2023 – The Society of Workforce Planning Professionals (SWPP) is proud to announce Brandon Emms of GreenShield as the winner of the 2023 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry.

“We are so thrilled to announce Brandon as the winner of this prestigious award,” said Vicki Herrell, SWPP Executive Director. “His knowledge, leadership, and vision have helped him achieve great results for his company. We believe he is truly representative of the great workforce management professionals around the world.”

The other finalists include Mary Kathryn Dorr of Trimble Transportation, Trent Ryan of Netflix, Caci Cooper of Optum, and Tim Bodway of Thrivent. The winner was announced at the 2023 SWPP Annual Conference.

Brandon Emms is Manager of Workforce Management for GreenShield. The insurance company has one location with 200 agents handling calls and emails. They utilize systems from Avaya, Verint, and Nuance. Brandon has […]

SWPP Announces Finalists for 2023 Workforce Management Professional of the Year Award

NASHVILLE, TENNESSEE – April 14, 2023 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2023 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. The finalists are Brandon Emms of GreenShield, Mary Kathryn Dorr of Trimble Transportation, Trent Ryan of Netflix, Caci Cooper of Optum, and Tim Bodway of Thrivent.

“I am very proud to present these five workforce management professionals as finalists for this distinguished award,” said Vicki Herrell, SWPP Executive Director. “Each  year, there are so many outstanding nominations that it continues to be a difficult task for the SWPP Board of Advisors to select the top five. Each one of these individuals has demonstrated great skills, leadership, and ability in our industry, as well as delivered measurable results for their companies.” The winner of the award will be announced at the SWPP Annual Conference, which will be held in […]

Playvox Announces Strategic Partnership with NeuraFlash

Contact center leaders to provide best-in-class AI and cloud-based workforce engagement solutions 

SUNNYVALE, Calif., March 17, 2023—Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, today announced a strategic partnership with NeuraFlash, a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Together, the companies will offer best-in-class integrated solutions leveraging AI and automation to transform customers’ cloud-based contact center workforce engagement experiences.

“Our customers are increasingly demanding workforce engagement to better manage their contact centers,” said Brett Chisholm, CEO of NeuraFlash. “It was clear early on that Playvox was the best partner for transforming our customers’ contact center experience. The company’s proven track record, deep industry expertise and workforce engagement, along with the tight integration to Salesforce solutions, combined with the power of AI, will be instrumental in achieving better business outcomes.”

“Following the Playvox partnership announcement with Salesforce in January, we are seeing accelerated demand for our solutions in the Salesforce and […]

Playvox Expands Workforce Management Capacity Planner: Cost-Cutting Solution Fuels Organizations Worldwide to Hire More Efficiently and Accurately

SUNNYVALE, Calif. — Nov. 21, 2022 — Playvox, the leading provider of Workforce Engagement management (WEM) solutions for the digital-first and CRM-centric contact center, has expanded its Workforce Management (WFM) Capacity Planner solution. Customers across multiple verticals such as healthcare, food delivery, insurance and more, can take advantage of Playvox’s intuitive and seamless technology solution to manage their employees more effectively, while helping overcome operations challenges.

Contact center leaders are frequently confronted with issues related to labor shortages, business scaling, and rising costs in an uncertain market. Within the Capacity Planner, contact center leaders can:

  • Easily and quickly access historical data to generate a fluid capacity plan that forecasts volumes already built in the system;
  • Obtain visibility with absence, shrinkage, and attrition thresholds to obtain the best scenario for their unique business needs;
  • Leverage a solution that doesn’t require outside consulting and/or additional resources;
  • Determine how and when to scale workforce levels;
  • Achieve an accurate, holistic view of available staff.

“Playvox WFM Capacity […]

Playvox Receives 2023 CUSTOMER Magazine Product of the Year Award

Playvox’s Capacity Planner Solution Honored for Exceptional Innovation

SUNNYVALE, Calif., March 17, 2023 —Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact centers, today announced that TMC, a global, integrated media company, has named Playvox’s Capacity Planner as a 2023 CUSTOMER Product of the Year Award winner.

“When I speak with customers about 2023 priorities, many highlight the need for greater efficiencies and point to the value of Playvox’s Capacity Planner. Our WFM Capacity Planner is a transformative offering that changes the way organizations throughout all industries prepare and forecast for the medium to long-term,” said Louis Bucciarelli, Chief Executive Officer of Playvox. “Capacity Planner from Playvox enables contact centers and support hubs to leverage real-time historical data and trends for forecasts, allowing their planning process to move at the speed of their business. We are thrilled to be a recipient […]

Waterfield Tech Launches Impact Analysis Offering to Streamline CX Decision-Making in the Contact Center

New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies

BOSTON, March 16, 2023 — Waterfield Tech, a leading global customer engagement solutions provider, today announced the launch of their Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies across the contact center and capitalize on digital transformation opportunities. This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation.

Waterfield Tech’s Impact Analysis follows a rigorous and proven methodology to help companies improve their contact center operations and capture new financial upsides. With this consultative offering, Waterfield Tech’s customer experience strategists dive into the organization’s contact center operations, identify costly areas of inefficiencies, and provide recommendations to increase efficiencies through automation and other improvements to deliver financial gains — often with no additional out of pocket cost. This serves to align the organization’s contact center operational processes, technology ecosystem, and people […]

Playvox Launches New Workforce Engagement Solutions for Salesforce Contact Center

Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange

SUNNYVALE, Calif. — January 5, 2023— Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers.

“We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” says […]

News Archive

January 24, 2023

Playvox Launches New Workforce Engagement Solutions for Salesforce Contact Center

June 27, 2022

TrustRadius Recognizes Playvox with Two Top Rated Awards

June 24, 2022 New WFM eBook from Playvox: Workforce Management: Essentials for the Modern Contact Center
June 19, 2022 Verint Introduces ‘One Workforce’, An Innovative Approach to Eliminate Silos and Unify and Empower Both Humans and Bots
May 26, 2022
April 26, 2022 Customers Give Verint a Top Score in Overall Vendor Satisfaction for Workforce Management for Fourth Consecutive Year
April 4, 2022 Playvox Unveils Dynamic Capacity Planner at SWPP Annual Conference
April 4, 2022

SWPP Announces Jessie Cessna As Winner of the 2022 Workforce Management Professional of the Year Award

March 28, 2022

SWPP Announces Finalists for 2022 Workforce Management Professional of the Year Award

October 14, 2021

Sharpen #1 on Indiana Business Journal’s List of Fastest-Growing Private Companies

October 7, 2021

Sharpen Launches OmniOut

October 4, 2021

Sharpen Announces Partnership With Intelisys to Expand Reach in Marketplace

September 28, 2021

Sharpen’s COO Pam Hynes Named Female Executive of the Year

August 17, 2021

Verint is Expanding its Cloud Platform Capabilities to Help Brands Accelerate Digital-First Customer Engagement

August 2, 2021 ActiveOps changes the game for enterprise EPM solutions, putting the productivity in Employee Productivity Monitoring

June 9, 2021

Why Salesforce Is Entering the Workforce Management Market

June 9, 2021

Salesforce Introduces Service Cloud Workforce Engagement to Help Contact Centers Adapt to an All-Digital, Work from Anywhere World

June 9, 2021

How Salesforce Customer Service Leaders Use the New Workforce Engagement Product

June 9, 2021

Salesforce Reimagines Service Cloud to Transform Customer Service from Anywhere

June 7, 2021

ActiveOps Announces “The Future Fit Hybrid Workforce” Roadshow – Business Leaders to Collaborate the Future of Work

June 2, 2021

Sharpen Secures $14 Million in Funding Led by Bridge Bank and Multiplier Capital

May 10, 2021

Aspect Software Announces Merger with Noble Systems

April 20, 2021

Calabrio Unlocks Voice-of-the-Customer Business Intelligence That Fuels the Modern Enterprise with Newly Launched CXI Solution

April 14, 2021

SWPP Announces Anton Nithianandarajah As Winner of the 2021 Workforce Management Professional of the Year Award

April 1, 2021

SWPP Announces Finalists for 2021 Workforce Management Professional of the Year Award

March 18, 2021

Sharpen Names Traci Shaw CFO and Adam Settle CXO

July 27, 2020

SWPP Announces Finalists for the 2020 Workforce Management Professional of the Year Award

July 21, 2020

Sharpen Sales Grow More Than 200% in 1H 2020

May 4, 2020

Sharpen’s Clients Report Improved CSAT Scores, Reduced Call Times and In One Case, Projected Savings of More than $760,000 Annually, Working From Home

November 15, 2019 WFMSG Partners with MNET Further Advancing Delivery of Cohesive Contact Center Solutions and Services
May 11, 2019 Richard Spearrin Announced as 2019 SWPP Lifetime Achievement Award Recipient
April 23, 2019 SWPP Announces Scott Boyd As 2019 Workforce Management Professional of the Year
April 19, 2019 SWPP Announces Finalists for 2019 Workforce Management Professional of the Year Award
October 29, 2018 Monet Software Launches its Fresh New Website to Simplify and Enhance User Experience
October 22, 2018 Teleopti Invited onto Cisco SolutionsPlus Program
October 16, 2018

Changing the Game (Yet Again)!

August 27, 2018

Monet Software Announces Workforce Management for Amazon Connect – a Cloud Scheduling and Forecasting Solution for Contact Centers Using Amazon Connect

July 10, 2018 Maggie Klenke Named As The First Recipient of the SWPP Lifetime Achievement Award
July 10, 2018 SWPP Announces John Campbell as 2018 Workforce Management Professional of the Year
May 28, 2018 SWPP Announces Finalists for 2018 Workforce Management Professional of the Year Award
March 15, 2018 Verint Launches New Intelligent Customer Self-Service Capabilities
February 26, 2018 Verint Introduces New Line of Solutions for Growing SMB Market 
February 26, 2018 Verint Accelerates Workforce Engagement for Back-Office Operations with New Automation Capabilities
November 20, 2017 Verint’s Automated Workforce Management Leverages Artificial Intelligence to Empower the Workforce
October 26, 2017 Verint Accelerates Power of Automation to Modernize and Simplify Customer Engagement
October 17, 2017 Verint Launches Industry’s Most Modern, Flexible and Open Suite for Enterprise Workforce Optimization
September 5, 2017

Leading Credit Card Company Empowers Contact Center Agents With Intelligent Agent Mobile App

August 1, 2017

WFMSG Joins ShoreTel’s TechConnect Marketplace

June 13, 2017

WorkFlex Solutions, the Industry Leader in Intelligent Intraday Automation® for Contact Centers, Announced That It Has Been Awarded a 4th Patent

June 12, 2017 Verint Announces Packaged Workforce Optimization Solutions Designed Specifically for Mid-Sized Contact Centers
March 28, 2017 Pipkins, Inc. plans for new jobs in Missouri
March 11, 2017 Disaster Recovery Procedures Enacted by Winter Storm Stella as Reported by Pipkins
March 13, 2017 SWPP Announces Finalists for 2017 Workforce Management Professional of the Year Award
February 27, 2017

Concentrix to Expand Deployment of WorkFlex Products

January 10, 2017 CreditEase Boosts Customer Experiences with Verint Customer Engagement Optimization Solutions
January 4, 2017 Verint Mobile Work View Extends Employee Engagement Capabilities on Mobile
October 20, 2016 QVC Japan Ltd. Leverages Verint Solutions to Enhance Quality Assurance and the Customer Experience
October 18, 2016

WorkFlex Solutions and Verint Announce Technology Relationship

September 27, 2016

WorkFlex Announces Availability of Intelligent Employee Empowerment Solution Suite on Genesys AppFoundry

September 24, 2016 WFMSG Announces Partnership Integrating the Community™ Workforce Management Solution with the OnviSource Suite of Workforce Optimization Solutions
September 12, 2016 ABN AMRO Heightens Customer Service and Employee Engagement with Verint Solutions
August 12, 2016

WorkFlex Solutions Announces Patent Award for Automated, Intelligent Work-Type Self-Scheduling

June 24, 2016 Pipkins Is Migrating Its Ticketing System to Autotask
April 12, 2016 Tony Graczyk Named 2016 Workforce Management Professional of the Year
April 4, 2016

WorkFlex Introduces On-Demand Contact Center Technology to Optimize Omni-Channel Workforce Scheduling

March 30, 2016 SWPP Announces Finalists for 2016 Workforce Management Professional of the Year Award
March 10, 2016

WorkFlex Solutions Announces Patent Award for Automated, Intelligent Self-Scheduling

March 5, 2016 SWPP Announces 2016 Workforce Management Seminar Series
February 17, 2016 Innovations in Performance Management Headline Latest Release of Verint Workforce Optimization
December 10, 2015 TimeTrade Teams up with Verint to Help Banks Deliver Superior Customer Service
November 18, 2015 WorkFlex Intelligent Empowerment Suite for Contact Centers to Be Deployed by Concentrix
August 27,2015
Verint and Vidyo Collaborate to Integrate Video Calls into Omnichannel Customer Engagement Centers
August 17, 2015
Verint Extends Customer Engagement Optimization Vision, Adding Innovative Community Software
May 4, 2015
U.S.-Based Government Agency Extends Investment in Verint Actionable Intelligence Solutions
April 15, 2015
Genesys Announces Next Generation Customer Experience Platform Ushering in a New Era for Customer Engagement
March 25, 2015
Verint Extends Customer Engagement Optimization Vision with Latest Advancements
March 18, 2015

Denise Kapalko Named 2015 Workforce Management Professional of the Year Award

February 27, 2015

SWPP Announces Finalists for 2015 Workforce Management Professional of the Year Award

February 19, 2015
Verint Extends Customer Engagement Optimization Leadership with Latest Release of Enterprise Feedback Management
February 16, 2015
U.S.-Based Financial Services Organization Improves Customer Engagement Using Verint Analytics
January 26, 2015
Verint Announces Availability of Work Allocation Manager
January 20, 2015
Verint Receives Industry Honors for Technology Excellence and Innovation in Customer Engagement Optimization and Fraud, Risk and Compliance
January 15, 2015
WorkFlex Solutions Partners with Firstsource Solutions
July 30, 2014
Sutherland Global Services to Deploy WorkFlex Intraday Management Automation Suite
July 30, 2014

For Customers, the Only Time is NOW – NICE Brings 100% Real Time to the Contact Center

June 12, 2014
Education at Work to Deploy WorkFlex Intraday Automation Suite
April 22, 2014

Verint Impact 360 Speech Analytics Helps Shanghai Unicom

April 16, 2014

Kirwyn Adderley Named 2014 Workforce Management Professional of the Year Award

April 11, 2014

SWPP Announces Finalists for2014 Workforce Management Professional of the Year Award

April 14, 2014

Community Workforce Management to Showcase Mobile App at SWPP Annual Conference April 15-17, 2014

March 31, 2014, the Global Association for Contact Center Best Practices & Networking is pleased to announce its 15th Birthday!
March 14, 2014

WorkFlex Solutions Raises $3 Million – WorkFlex Software Makes Call Centers More Efficient by Managing Staffing Demands in Real Time

January 29, 2014

Verint Recognized for Technology Leadership, Innovation and Focus on Customer Engagement

January 27, 2014
Teleopti workforce management solution interoperable with ShoreTel
January 16, 2014

Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG  

January 15, 2014

Full Program for ICMI Contact Center Expo & Conference (May 6-9, 2014) Announced

January 13, 2014
2014 ICMI RESEARCH RELEASED: Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center
December 21, 2013
Verint Solutions Support Insurers in Pursuit of Improved Member Experiences in Association with the Affordable Care Act
December 19, 2013
2013 ICMI RESEARCH RELEASED: The Multichannel Agent: A 2014 Contact Center Roadmap, Research Report and Best Practices Guide
December 19, 2013
2013 ICMI RESEARCH RELEASED: Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide
December 17, 2013
Teleopti TEM strengthens its position in Russia and CIS
October 30, 2013

QATC Announces Publication of QATC Survey Report

October 17, 2013

WFMSG Debuts New Release of Workforce Management Software at Call Center Demo and Conference  

October 4, 2013
Telenor Denmark invests in technology from Teleopti for both their contact center and retail stores
October 1, 2013
NIXXIS and Teleopti, partners in Workforce Management
September 24, 2013
Leading International Insurance Organization Furthers Investment in Verint Solutions with Implementation of Impact 360 for Back-Office Operations
September 9, 2013
Verint Partners with Badgeville to Power Customer-Centric WFO Gamification Solutions
September 6, 2013
David Påhlman new President of Teleopti North America
September 3, 2013
Teleopti Achieves a Microsoft Gold Application Development Competency
September 2, 2013
Verint Named Speech Analytics Winner in Speech Technology Magazine‘s 2013 Market Leader Awards
August 29, 2013
Community Workforce Management for Federal, State and Local Government Agencies
August 26, 2013

Cincom Executes Reseller Agreement with Workforce Management Software Group

August 26, 2013
Teleopti and Huawei receive order from Heilongjiang Telecom
August 13, 2013
Teleopti Expands into China’s E-Commerce Market with New Customer VIPShop
August 12, 2013

PlanMen, B.V. Announces New US Operations

August 9. 2013
Teleopti CCC is now rated “Avaya Compliant”
July 24, 2013 HP Autonomy Enhances Workforce Optimization Offering through Collaboration with Leading Workforce Management Provider
July 22, 2013 Teleopti’s workforce management solution now available in more than 30 languages
July 17, 2013 Verint Delivers Latest Business Impact Solution for High-Efficiency Performance Management
July 15, 2013 Huawei and Teleopti won order from Shandong Telecom
July 6, 2013 Teleopti Achieves 4 Star Service Desk Institute Certification
May 2, 2013 Community Workforce Management Now Integrated with Broadworks
April 9, 2013 Christina Bell of BCD Travel Named 2013 Workforce Management Professional of the Year Award
March 15, 2013 SWPP Announces Finalists for 2013 Workforce Management Professional of the Year Award
February 7, 2013 Pipkins Celebrates Thirty-Year Anniversary with Record-Breaking Sales
January 16, 2013 Workforce Management Software Group and Coordinated Systems Inc. Execute Partnership Agreement
September 24, 2012 Workforce Management Software Group to Preview Release 4.0 of Community workforce management at the Call Center Demo and Conference
August 24, 2012 Knowlagent’s Service Culture Drives Results for Local Non-Profit Organizations
July 30, 2012 Knowlagent’s RightTime Intraday Management Software Integrates with Workforce Management Software Group’s Community WFM Solution
May 11, 2012 Knowlagent survey finds workforce managers challenged by balancing service levels with off-phone activities
April 23, 2012 ShoreTel now integrated with Community Workforce Management Solution
April 9, 2012 SWPP Announces Winners in the 2011 Techniques and Turnarounds Contest
April 5, 2012 Robert Dobson Named 2012 Workforce Management Professional of the Year
March 5, 2012 2012 WFM Professional of the Year Finalists
January 30, 2012 Huawei and Teleopti Won China Mobile Southern Base Customer Service Operation Project
January 17, 2012 Pipkins Participates in 2012 Call Center Events

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