Call Center: What is Workforce Management? Is it more than just fancy scheduling software? Bill Durr, Witness Systems: Workforce management is the codeword for forecasting and scheduling software in ...

Today’s workforce management (WFM) systems can help call centers accomplish more work, at a higher level of service, and at a lower cost. These automated systems save substantial management and ...

Nurses, patients and physicians aren’t numbers, but most workforce management programs treat them as such. By adopting a patient-focused workforce, management systems can properly pair patients and ...

Labor is the single biggest expense facing any contact center — which is why getting the right number of agents in place to answer incoming calls, place outbound calls, respond to emails, and handle ...

Andrew Bartels tracks contingent-workforce management tools and services for Giga Information Group Inc. in Cambridge, Mass. Computerworld editor at large Gary H. Anthes asked Bartels to comment on ...

We've been asking some vendors and industry experts questions for our May Workforce Management article. Here is what two experts, Bill Durr of Witness Systems and Paul Leamon of IEX Corporation had to ...

ERP systems excel at automating back office processes. But their batch process design used to facilitate communication between modules, especially labor information, limits their ability to provide ...

Explore top workforce opportunities health systems are adopting in 2026 to address staffing shortages and enhance care delivery.

Increasing global competition, regulation and worker expectations are driving the need for global workforce management among multinational and international manufacturers alike. Multinational ...

Utmost, a platform that helps Workday customers manage their extended workforce, including freelancers, contractors, and other professionals, has raised $21 million in a series B round of funding. The ...

In today’s rapidly evolving workplace, the U.S. Department of Defense (DoD) faces an increasingly complex challenge: attracting and training the personnel required to meet multiple missions across the ...