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2. Workforce optimization - Wikipedia

   en.wikipedia.org/wiki/Workforce_optimization

   Workforce optimization. Workforce optimization (WFO) is a business strategy that integrates business performance considerations with workforce management. The strategy involves automating processes, data visibility, compliance on legislation and solving business problems related to staffing. [1] It is used by call centers to improve workforce ...

3. Workforce management - Wikipedia

   en.wikipedia.org/wiki/Workforce_management

   Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization.The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

4. Skills-based routing - Wikipedia

   en.wikipedia.org/wiki/Skills-based_routing

   Skills-based routing. Skills-based routing (SBR), or skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the automatic call distributor (ACD) systems found in most call centres.

5. Alvaria - Wikipedia

   en.wikipedia.org/wiki/Alvaria

   Alvaria Inc. Alvaria, Inc., formerly Aspect Software, Inc., is an American multinational software company that sells call center and customer experience (CX) software technology to large enterprises. The company is headquartered in Westford, Massachusetts. In 2021, Aspect purchased Noble Systems Corporation; the resultant organization was ...

6. Call centre - Wikipedia

   en.wikipedia.org/wiki/Call_centre

   A call centre (Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or ...

7. HR Pros from CVS, Reuters & More Predict 2024's Biggest ... - AOL

   www.aol.com/lifestyle/hr-pros-cvs-reuters-more...

   1. The Shifting Talent Market. There have been some significant shifts in the talent landscape over the last year. While retention is still (and maybe always will be) the top concern for many HR ...