Workforce management (WFM) is undergoing significant transformation as technological advancements and workplace trends reshape the industry. For contact centers, staying ahead m...read more

In many organizations, people are promoted because they’ve been in a role for a while, and they know the right buttons to push or the right people to work with. And I think that...read more

What is a Culture-Driven Team? A culture-driven team is intentionally built around shared cultural values and norms, which are considered essential for success. It’s about...read more

In a post-pandemic workplace landscape, the future is clear: it’s hybrid. According to a recent Gallup article by Ben Wigert, Jim Harter, and Sangeeta Agrawal, eight in 10...read more

The Q4 holiday season is here, that time of year when the demands placed on the Workforce Management (WFM) team are the most challenging. One after another they come: Thanksgivi...read more

After a long road, you’re finally ready to implement. You did the research and selected the platforms you wanted to look at. You sat through too many demos and sales calls and f...read more

We are thrilled to announce that Call Design North America (CDNA) has achieved Great Place to Work certification! This certification shows our commitment to great employee exper...read more

We may be a little bit biased, but we believe that the role of Workforce Management (WFM) software cannot be overstated. It’s the linchpin that keeps operations optimized ...read more

In a world where cutting-edge technologies have become commonplace, it’s no surprise that the business landscape is evolving rapidly. Dan Smitley and Shawn McCormick get i...read more

Workforce Management (WFM) managers often find themselves in a constant battle to adapt. Call Design understands the unique challenges and frustrations that accompany this dynam...read more