Forbes contributors publish independent expert analyses and insights. Caroline Castrillon covers career, entrepreneurship and women at work. For the first time ever, organizations are employing a ...

The trend toward globalization has significantly increased the use of international workforces across nearly every sector of the economy. The impact of nearshoring and the advantages of offshoring ...

Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...