An effective forecast for an operations is like having a healthy heart.  Your forecast takes in data and pumps out information and guidance for your scheduling and service level management functions.  Everything is predicated on getting the forecast right.

According to research from Frost & Sullivan, only about one-third of contact centres are fully integrated with CRM systems. This White Paper looks at the pitfalls and best practices of CRM integration into the contact centre.

Companies have started to recognise customer service as a critical component of overall customer experience. This report looks at the nine most significant WFO vendors and how each measures up to help customer service application pros recommend the best one.