ISG Software Research Analyst Perspectives

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New Contact Center, New Roles to Fill

Posted by Keith Dawson on 01 April 2026

You can’t upend the entire technological infrastructure for an industry without seeing some ramifications in the form of personnel shifting and dislocation. Contact centers are smack in the middle of a transformation that is remaking the toolset and forcing businesses to rethink both the fundamental purpose of their centers and the mix of managerial and operational employees.

Topics: WFM, Contact Center, Workforce Management, agent management, Customers and CX - Business & Technologies, Conversational Intelligence, QM, Quality, CSR

Next Generation of Human Resources Technologies Elevates Potential of Employees

Posted by ISG Research on 03 September 2014

The human resources management system (HRMS) have been a central part of human resources departments for decades. Though useful to HR, these systems have also been static. Speaking generally, their functionality has not advanced greatly while other technologies have made great strides, and the information in them has been restricted to mostly use by HR professionals. However, along with growth in...

Topics: Big Data, Mobile, Social Media, HCM, TM, WFM, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Information Applications, Workforce Performance, HRMS, Talent Management, Workforce Management, HR Management, HRIS

The Value Index of Workforce Management Software for 2014

Posted by ISG Research on 23 January 2014

Ventana Research recently released our Value Index on Workforce Management for 2014. We define workforce management as the set of processes by which organizations manage their hourly and salaried employees to maximize productivity. It involves not only tracking time worked and providing compensation for it but also aligning that work to the objectives of the organization and to the individual...

Topics: Sales Performance, SAP, Social Media, Human Capital Management, Kronos, Empower, Operational Performance, WFM, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Mobility, Oracle, Workforce Performance, Ceridian, Infor, SumTotal Systems, Value Index, Workforce Management, Workplace