While the labor market remains “tight,” employees and candidates aren’t budging on what they expect from their employers. Competitive pay and benefits are often not enough to attract and retain top ...

Workforce management (WFM) began as a scheduling process but has since grown into a complex framework for maintaining human capital, budgeting and scheduling for your workforce. Workforce management ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...