Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact center platform. The ...

New 8x8 Contact Center standard WFM feature delivers smarter scheduling, better agent engagement, and faster time to value. While many providers sell WFM as a costly and complex add-on, 8x8 includes ...

Businesses are doubling down on innovations like generative AI, advanced analytics and conversational intelligence to redefine how they engage with customers through contact centers. These tools are ...

Zoom Communications has made a number of significant additions to its customer experience services portfolio, with a Workforce Engagement Management site designed to help boost employee engagement and ...

Many contact center agents come, and then they go. It’s the nature of the role, especially for staff positions —job satisfaction is elusive and the work experience not to agents’ liking. For their ...

At NiCE World 2026 in Orlando, the company is introducing Workforce Empowerment (WE) Suite. WE is a new name and operating framework for what had long been known as workforce engagement management ...

CCW showed agentic AI moving deeper into CX platforms. Here’s what IT leaders should know about governance, data, workforce ...

Workforce management (WFM) is the process by which a company makes all of the complex factors of running a successful business come together to maximize an organization’s productivity and competency.

Business communications platform provider 8x8 has made its 8x8 Workforce Management, allowing organizations to forecast, schedule, and staff their contact centers across voice, chat, email, and other ...