Latest Workforce Optimization News

Contact Center & Omnichannel​

The ISG Contact Center Buyers Guide 2025: 7 Top Takeaways

Contact Center & Omnichannel​

Turning Data into Decisions with Conversational AI

Contact Center & Omnichannel​

Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown

Contact Center & Omnichannel​

Krisp Asks Court to Toss Sanas Claims, Launches Countersuit

Workforce Engagement Management

RingCentral Acquires CommunityWFM, Boosts Its Contact Center Platform

CX TV

The Latest on Thoma Bravo Rolling Up Verint, Salesforce’s Acquisition Streak, & More

Contact Center & Omnichannel​

The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It

Contact Center & Omnichannel​

Stop Compliance Failures Before They Cost You

Contact Center & Omnichannel​

Customer Experience BPOs: Trends, Predictions, & Providers

Contact Center & Omnichannel​

Trust, Insights & Transformation: The Role of QA Data in Human-Centric Customer Experience

Workforce Engagement Management

Verint Confirms $2BN Takeover by Thoma Bravo, Set to Merge with Calabrio

Workforce Engagement Management

Legacy Contact Center Metrics Are on the Way Out. Here’s What Will Replace Them.

Workforce Engagement Management

A Verint Takeover Is Timely, But Would Have Industry-Wide Implications

Contact Center & Omnichannel​

Empathy, AI and the Contact Center Conundrum

Customer Analytics & Intelligence

The Best Conversational AI Solutions for the Enterprise: Market Leading Vendors

Customer Analytics & Intelligence

Top Business Intelligence Companies in 2025