Latest Workforce Optimization News

Contact Center & Omnichannel​

Gartner Coins the Term “Quality Intelligence”, Its Latest Phrase for Contact Center Leaders

Contact Center & Omnichannel​

New NICE CEO Scott Russell Shares His Vision, Spotlights Growth Opportunities

Contact Center & Omnichannel​

Most CX Practitioners Agree: Governments Should Mandate Humans-Led Customer Service

CX TV

Salesforce Update – Agentforce 2.0, Atlas, & the New-Look Slack (January 2025)

Workforce Engagement Management

An Awesome Contact Center QA Strategy: What Does It Look Like?

Contact Center & Omnichannel​

23 Empathy Statements for Customer Service (and When to Use Them!)

Contact Center & Omnichannel​

Generative AI in Customer Experience: The 11 Most Implemented Use Cases

Workforce Engagement Management

Verint Confirms It Quietly Acquired Four AI Providers in 2024

Contact Center & Omnichannel​

AI in Customer Experience: 3 Insights from Our Latest Report

Contact Center & Omnichannel​

7 Best Practices for Building a Great Contact Center Culture in 2025

Contact Center & Omnichannel​

Raw and Unfiltered: 8 Reddit Communities Where CX Professionals Keep It Real in 2025

Contact Center & Omnichannel​

Barak Eilam Officially Steps Down as NICE CEO, Scott Russell Takes Over

Workforce Engagement Management

7 Best Practices for Contact Center Workforce Management (WFM) in 2025

Workforce Engagement Management

6 Best Practices for the Work-From-Home (WFH) Contact Center in 2025

CRM & Customer Data Management

15 Customer Experience Technology Predictions for 2025

Workforce Engagement Management

10 Best Practices for Contact Center Quality Assurance in 2025