Latest Workforce Optimization News

Workforce Engagement Management

Microsoft Brings Workforce Engagement Management to the Dynamics 365 Contact Center

Workforce Engagement Management

Zendesk Previews an Employee Service Suite, Extends Its Resolution Objective

Workforce Engagement Management

Shopify CEO Directs His Team: Hire an AI Before You Hire a Human

Contact Center & Omnichannel​

What’s the Cost of Not Investing in Customer Service AI and Automation?

CX TV

Big CX News – The Latest on the New Amazon Connect, Zendesk’s New Contact Center Platform

Contact Center & Omnichannel​

Customer Health Score: Your Early Warning System for CX Success

Contact Center & Omnichannel​

NICE CXone vs. Genesys Cloud: The Ultimate CCaaS Battle

Workforce Engagement Management

The New Best Practices for Contact Center Workforce Engagement Management

Contact Center & Omnichannel​

Agents Are Burned Out – Calabrio’s CEO Has a Plan

Workforce Engagement Management

Is NICE WFM Still the Gold Standard?

Contact Center & Omnichannel​

Zendesk Debuts a New CCaaS Platform, Wants to “Redefine” the Contact Center Landscape

Workforce Engagement Management

Contact Center Coaching: Tips, Activities, & Tools

Workforce Engagement Management

What Is Contact Center Call Monitoring, & How Does It Work?

Workforce Engagement Management

11 Ways to Reduce Average Handling Time (AHT) in 2025

Workforce Engagement Management

The Top 10 Contact Center Workforce Management (WFM) Tools for 2025

Contact Center & Omnichannel​

Krisp’s AI-Powered Live Interpretation: Breaking Language Barriers in Real-Time