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 ...

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Nextiva, the leading unified customer experience management (UCXM) platform, today announced the launch of Nextiva Workforce Scheduling, an expansion of the company ...

Precedence Research valued the global workforce engagement management (WEM) market at $9.4 billion in 2023 and expects it to hit $10.5 billion in 2024, topping out at $31.4 billion by 2034. This ...

Indeavor today outlined the workforce management trends expected to define success in 2026, reflecting a major shift in how ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Rapid-fire digital advancements and evolving employee expectations are moving businesses out of the “age of micromanagement” and into the “age of agent empowerment.” This is a sea change for many ...

Listen to this episode on the player below or subscribe for free on YouTube or Spotify. The Center for Digital Government’s Teri Takai sits down with HP’s Todd Gustafson and Larry Meadows to discuss ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. The future of work is undergoing a seismic transformation. From remote and ...

FGN Inc. has acquired Creatraction, adding influencer marketing, live streaming, and AI-drive experience design to its esports and simulation gaming platform, aimed at improving engagement and ...

2024 is going to be a tough, uncertain year. To make sure employees can still be engaged and productive, business leaders need to ditch futile initiatives, and instead help workers meet a fundamental ...