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Workforce Engagement Management
Legacy Contact Center Metrics Are on the Way Out. Here’s What Will Replace Them.
Contact Center
From Burnout to Point of Pride: Calabrio Study Reveals Shift in Contact Center Agent Experience
Why Remote Video Support is Different than Video Conferencing
Gartner: 20 Percent of Contact Center Traffic Will Come from Machine Customers by 2026
Comparing Workforce Optimisation Options: All-in-One or Best-Fit Solution?
Guide to Agent Scheduling: 7 Best Practices
NICE Secures Multiple $10MN+ CCaaS Megadeals
Event News
CX Awards 2023 Winners 🏆
Gartner: A “Connected Rep” Strategy Will Improve Contact Center Efficiency by 30 Percent
The CX Awards Final Is Today: Here’s What You Can Expect!
Conversational AI
Observe.AI Launches Real-Time Agent and Supervisor Assistance Tools
What Is the Average Talk Time for Contact Centres Nowadays?
The CX Awards 2023: Shortlist of Finalists Revealed
CCaaS: How a Grow-As-You-Go Platform Can Help Small Businesses Bloom
Why Have AWS and Genesys Teamed Up on CCaaS?
Contact Center Agents Are Avoiding New Tech – Gartner
Automate Quality Assurance In Seven Steps
What Is Average Speed to Answer (ASA), and How Can You Improve It?
Exploring the Transformative Power a Best-in-Category Tech Stack can have on Customer Support
5 Workforce Engagement Metrics You Need to Be Tracking
AI in Workforce Engagement Management: What You’re Missing, and What’s Coming
CX TV
Generative Conversational AI: Ethical Guidelines for Customer Experience Teams
BIG CX News – The Latest on the Salesforce & Genesys Joint Platform and Five9’s Aceyus Acquisition
