Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru.

Henry Jinman believes it’s also raising the bar for customer service across the entire housing sector. Here he explores the amazing potential of Artificial Intelligence (AI) to revolutionise the traditional tenant-landlord relationship.

Despite the power of Artificial Intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist

Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philip at Teleopti as industry statistics reveal four in every five contact centers are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM.

A good story captures a reader’s attention and leaves them wanting more. That is precisely why brand storytelling is all the rage in today’s world.

Even with Caveats, Peak Cybersales Frenzy Fast Approaches. 3 Tips to Prepare.

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Call centres have access to a large quantity of voice data that could be used for valuable insights and improvements, but research highlights most organisations are not making the most of it.

Airlines using technology to enable their customer experience without losing the human connection are better placed to retain and attract new passengers. What are the technology trends contact centres should be using to improve their CX?

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom

NICE inContact CX Transformation Benchmark study finds 40 percent of companies are very likely to invest in four or more customer service channels in the coming year

Today’s bots increasingly provide a strong sense of reliability, consistency and ease of use, which are critical to meet the demand for a unified customer experience strategy.

Survey finds Australian and New Zealand companies are expected to implement safety measures and appropriate training for employees using AI

In 1985 was created the first Reengineering based in product, now, I created the Reengineering 2.0 based in CX

Constant change and the viral power of social media demand new levels of adaptability from organizations today.