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

WFM teams can be, and should be, part of the strategic planning process. Unfortunately, though, Call Design has seen dozens of organizations that don’t understand why. Sometimes...read more

The world of contact centers has been buzzing with talk of AI for years. From IVR systems and self-service solutions to chatbots and automated email responses, technology has be...read more

As professionals who have spent decades in the contact center space, we understand the chaotic landscape you have to navigate daily as WFM leaders. Although not the newest or sh...read more

As we gear up for the back-to-school season, it’s the perfect time to go back to basics on the ABCs of contact centers scheduling. Workforce management (WFM) plays a vital...read more