Latest Workforce Optimization News

CX TV

Probing the Gartner Magic Quadrant for CCaaS 2024

Workforce Engagement Management

Qualtrics To Bolster Employee Experience With New Qualtrics AI Solution

Contact Center & Omnichannel​

Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2024: The Rundown

Workforce Engagement Management

Contact Center Workforce Management (WFM): 3 Best Practices from Florida Blue

Workforce Engagement Management

Calabrio Brings WFM to the Microsoft Dynamics 365 Contact Center

Workforce Engagement Management

Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite

Contact Center & Omnichannel​

Zoom Drops a Mega Virtual Agent Upgrade, Gives Its Contact Center a GenAI Makeover

Customer Engagement Platforms

The Undeniable Impact of Non-Verbal Communication on Customer Perception

Workforce Engagement Management

Applying Critical Thinking to Solve Customer Problems Effectively: 10 Practical Tips

Workforce Engagement Management

Playvox Confirms NICE Takeover with a Name Change

Workforce Engagement Management

8 Proven Ways to Harness Analytical Skills and Improve Customer Experiences

Workforce Engagement Management

This is the Secret to Prioritizing Tasks for Maximum Efficiency in Customer Service

CX TV

Big CX News – A Dreamforce 2024 Review ft. Agentforce, Own Company, CCaaS Pilot Program, & More

Contact Center & Omnichannel​

QA: The Contact Center Leader’s Guide to Quality Assurance

Contact Center & Omnichannel​

Five9 & Verint Announce a New Integration, Take Their Partnership Beyond WFO

Event News

The Contact Center Performance Summit 2024: What Can I Expect?