Direct Marketing Company Pivots to the Cloud for More Agile Customer Service

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Market changes were impacting the customer service operations division at ResourceOne, a direct marketing company. After much research, ResourceOne came to the conclusion that pivoting their business operations to the cloud would make it possible for them to deliver more agile customer service and to …

4 Key Workforce Optimization Resolutions You Need to Make for the New Year

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The days of siloed workforce optimization solutions are coming to an end as the bar for WFO gets set higher and higher in the ongoing search for the holy grail of outstanding customer engagement. Fundamental changes need to be made in most legacy WFO systems …