Latest Agent Wellbeing News

Latest News

Why Burnout Is a Scheduling Problem, Not a Motivation Problem

Workforce Engagement Management

Why Burnout Is a Scheduling Problem, Not a Motivation Problem

Contact Center & Omnichannel​

Always‑On Without Always‑Burned‑Out: The Human Cost of AI‑Led CX

CX AI Operating Model Rob Wilkinson

AI & Automation in CX

Beyond Deflection: The New Operating Model For Enterprise CX

A contact center agent using AI agent assist tools at a modern workstation with real-time transcription and sentiment dashboards

AI & Automation in CX

How to Improve Contact Center Agent Efficiency with AI: A 2026 Evaluation Guide

firgun-danny-wareham

AI & Automation in CX

Supporting Human CX Agents In An AI Era

One Third of Agents Are Ready to Quit Because of AI Absence, Verint Warns

Contact Center & Omnichannel​

One Third of Agents Are Ready to Quit Because of AI Absence, Verint Warns

human in the loop ai

AI & Automation in CX

Human-in-the-Loop AI: The Design Guardrail You’ll Wish You Built Earlier

AI workforce management

AI & Automation in CX

Shared Queues Are Exposing Weaknesses in Human and AI Workforce Management

AI coaching tools

AI & Automation in CX

AI Coaching Tools and QA in the Copilot Era: Using AI Data Without Micromanaging

Sangeetha Rai, Customer Contact Week Orlando, CX Leaders

Event News

CX Leaders, Stop Repeating These 3 Service Mistakes in the Age of AI

Contact center manager reviewing onshore versus offshore performance data on dashboard

Contact Center & Omnichannel​

Why Bringing Customer Service Home Isn’t Always Worth It

Load More