Latest Workforce Optimization News

Contact Center & Omnichannel​

Vonage Integration with ServiceNow Addresses the “Two-Desktop” Challenge

Workforce Engagement Management

Microsoft Launches New WEM Quality Assurance Tools

Workforce Engagement Management

Is Your Workforce Strategy Too Rigid for CX?

Workforce Engagement Management

8×8 Expands WEM Push With AI Quality

Workforce Engagement Management

The Death of the Standalone WFM Tool?

Workforce Engagement Management

Why Your Most “Engaged” Agents Aren’t Your Best Performers

Workforce Engagement Management

Why Workforce Schedules Drift – And How to Build Plans That Keep Up

Workforce Engagement Management

WEM Platforms Are Building the AI That Could Make Them Obsolete

AI & Automation in CX

Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI

AI & Automation in CX

Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?

Workforce Engagement Management

Is Cisco Losing Interest in Workforce Engagement?

Workforce Engagement Management

The Missing Link in AI Adoption? PwC’s Gamification Strategy

Workforce Engagement Management

AI Is Leaving the Contact Center – Is Anyone Ready for What Comes Next?

AI & Automation in CX

Will AI Replace Your WEM Platform? ServiceNow’s President Says No

Workforce Engagement Management

Your WEM Platform Isn’t Fixing Performance – It’s Just Documenting the Decline in Detail

Workforce Engagement Management

The Spreadsheet Problem Hiding Inside Your Workforce Strategy