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2. Workforce optimization - Wikipedia

   en.wikipedia.org/wiki/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 management and agent ...

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. SoftBank Corp aims to help call centre workers by 'softening ...

   www.aol.com/news/softbank-corp-aims-help-call...

   Dealing with irate customers can be extremely stressful for call centre workers but Japan's SoftBank Corp thinks it has a solution: artificial intelligence-enabled software that softens the tone ...

6. We are entrusted with the pensions of 4.7 million American ...

   www.aol.com/finance/entrusted-pensions-4-7...

   For premium support please call: 800-290-4726 more ways to ... over $2 billion annually to operate more than 1,600 training centers across the country. ... and safe workforce in the industry. In ...

7. Contact center telephony - Wikipedia

   en.wikipedia.org/wiki/Contact_center_telephony

   Contact center telephony. In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers. This business communication system is an ...