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 ...

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 ...

A complete WEM suite makes it easier for Salesforce to position Agentforce Contact Center as a replacement for current CCaaS ...

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

Today at Engage 2026, Verint® unveiled three expanded capabilities bringing agentic AI to the forefront of contact center management. Workforce Intelligence, Desktop Intelligence and Quality ...

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 ...

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 ...

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 ...

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.

Wilson said further that 8x8 may introduce a premium WFM version that offers “enhanced analytics or better forecasting or multisite” capabilities which would also be available through 8x8’s App Store.

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 ...