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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
78% of Firms Now Measuring EX
Stomping Out Online Meeting Fatigue to Improve WFO
Krisp Debuts Brand New WFO Features
Verint Recognised for Market Share Leadership
Productive Agents, Happy Customers
Locus-ServiceNow Integration Sees Increase in WFO
Keeping Agents Engaged Post-Pandemic
Five-day Office Week is Dead, Productivity Boss Says
Google Staff Blast Firm’s WFH Hypocrisy
Financial Leaders Investing in CX Tech and Workforce
Why the Only Thing Damaging About WFH is Business Leaders Not Supporting Agents
UK’s Productivity Boosted by Remote Workers
WFH Could Hold Back Younger Agents
Employee Experience vs Customer Experience – Who’s Winning in 2021?
Jacada Study Finds Agents are Ranting on Social Media
Sensée Creates 500 New WFH Jobs
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
