Workforce Engagement Management
Why WFM Leaders Need to Measure AI-Enabled Work
Discover why AI adoption, workforce visibility, continuous coaching, and customer intelligence now matter more to WFM leaders.
Francesca Roche · 6 min read · 17 Sept 2026
WEM Is Entering the Era of Human-AI Workforce Orchestration
From Wipro’s 20,000 employee workforce redesign to Microsoft’s new WEM tools, AI is reshaping how businesses manage their capacity.
Francesca Roche · 3 min read · 11 Sept 2026
What AI Needs to Actually Be Useful in a Contact Center
Contact center AI is only as useful as the environment it works inside. That may sound obvious, but it is where many AI projects start to fail. Leaders inves...
Rob Wilkinson · 7 min read · 20 Aug 2026
Is Microsoft’s AI Workforce Forecasting Enough for Contact Centers?
Microsoft AI workforce forecasting brings human and AI capacity planning together. But can its WEM stack improve contact center CX?
Rhys Fisher · 5 min read · 19 Aug 2026
Why Workforce Experience Is Now a Data Protection Issue For Enterprises
AI tools are turning workforce experience into a data protection issue as employees use personal accounts, exposing sensitive customer data.
Nicole Willing · 10 min read · 19 Aug 2026
Has ServiceNow’s Autonomous Workforce Changed the CX Staffing Equation?
ServiceNow Autonomous Workforce is reshaping CX staffing, forcing contact centers to manage AI capacity, escalations, and agent workloads.
Rhys Fisher · 6 min read · 18 Aug 2026
The 98% Visibility Gap Reshaping Workforce Engagement
Explore how conversational intelligence can uncover hidden customer friction and move WFM beyond sample-based quality assurance.
Francesca Roche · 6 min read · 11 Aug 2026
Why Forrester Believes Employee Experience Drives Better Customer Outcomes
Forrester's latest TX Score update aims to encourages CX leaders to prioritize employee experience ahead of seasonal customer demand.
Francesca Roche · 5 min read · 4 Aug 2026
Gartner to CX Leaders: Stop Treating AI Agents Like Employees
Gartner VP Analyst Kathy Ross explains why managing AI agents like human employees is a costly mistake, and who should own AI oversight.
Rhys Fisher · 1 min read · 22 Jul 2026
70% of Employees Are Misusing AI – CX Teams Should Be Worried
GoTo's Pulse of Work 2026 report reveals a growing AI governance gap. Here's why CX teams are at risk, and what to do about it.
Rhys Fisher · 5 min read · 15 Jul 2026
Managing Humans and AI in One Contact Center Was Theory. Salesforce Wants It Operational
Salesforce's launch of native workforce engagement management at CCW Las Vegas was always going to trigger lots of questions. The first story was the announc...
Rob Wilkinson · 5 min read · 2 Jul 2026
Salesforce CMO Annie Weinberger on the Future of Workforce Engagement at CCW 2026
Three months ago at Enterprise Connect, Salesforce launched Agentforce Contact Center and made a bold claim: native voice, digital channels, AI agents, and C...
Rob Scott · 3 min read · 2 Jul 2026
Microsoft Launches New WEM Quality Assurance Tools
Microsoft's WEM screen recording is powerful. But does it meet GDPR and EU AI Act standards? CX leaders need answers before deploying.
Thomas Walker · 6 min read · 1 Jul 2026
The CX Modernization Sequence That Pays
Ask ten enterprise CX leaders what they're modernizing first, and you'll likely get ten different answers. Some are deep into AI pilots, others are finally c...
Rhys Fisher · 5 min read · 25 Jun 2026
8x8 Expands WEM Push With AI Quality
8x8 is using nearly 3x WFM growth and new AI quality tools to push an integrated WEM strategy inside its CX platform.
Rob Wilkinson · 5 min read · 19 Jun 2026
The Death of the Standalone WFM Tool?
The standalone WFM model is under pressure. Here's what 8x8's pricing move signals for the WEM landscape.
Thomas Walker · 5 min read · 16 Jun 2026
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel's Stuart Aldridge on why contact center agents juggling 10-14 tools on a live call is a CX problem, not just an IT one.
Rhys Fisher · 1 min read · 12 Jun 2026
Big CX News from Verizon, NiCE, Anthropic & Sprinklr
The latest news and insights from the world of CX and customer service, including Verizon, NiCE, Anthropic & Sprinklr
Rhys Fisher · 4 min read · 12 Jun 2026
Why Your Most "Engaged" Agents Aren't Your Best Performers
Engaged agents can still underperform. Learn how to align WEM analytics with real contact center outcomes.
Thomas Walker · 5 min read · 11 Jun 2026
NiCE Declares the Era of Bolted-On AI Is Over
At NiCE World 2026, NiCE unveiled an agentic AI-native CX platform, a Workforce Empowerment Suite for hybrid teams, and NiCE Labs.
Rhys Fisher · 4 min read · 9 Jun 2026
The Data CX Leaders Need to Justify Every Agent Experience Investment
Forrester's new EX Index links employee experience quality to customer satisfaction and revenue growth. What does it mean for contact centers?
Rhys Fisher · 3 min read · 9 Jun 2026
Inside Zendesk's Service Dividend in Action
Zendesk is automating 60% of Tier 1 and 2 enquiries and reinvesting the savings into higher-value service. Understanding 'service dividend'
Adrian Swinscoe · 6 min read · 5 Jun 2026
Cisco Launches AI WEM, AI Concierge, and Agent 360 at Cisco Live
Cisco has unveiled three major AI-native products at Cisco Live 2026: AI WEM, AI Concierge, and AI Agent 360
Rhys Fisher · 4 min read · 2 Jun 2026
Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended work...
Rhys Fisher · 1 min read · 2 Jun 2026
The WEM Orchestration Gap No One Is Talking About
IBM's multi-agent AI push exposes a critical gap in WEM: who orchestrates your AI workforce when no one platform owns them all?
Thomas Walker · 6 min read · 2 Jun 2026
Is Your WEM Strategy Quietly Accelerating Agent Burnout?
Learn how WEM monitoring quietly drives agent burnout and what sustainable contact center design actually looks like.
Thomas Walker · 5 min read · 27 May 2026
How to Build a WEM System That Changes Agent Behavior
WEM that only measures performance has limited value. Learn how to build a system that actively changes agent behavior.
Thomas Walker · 5 min read · 20 May 2026
Zendesk Declares the Chatbot Era Dead, Unveils Autonomous Service Workforce
Zendesk has unveiled its Autonomous Service Workforce, replacing deflection-based chatbots with outcome-priced AI agents.
Rhys Fisher · 3 min read · 19 May 2026
The Missing Link in AI Adoption? PwC’s Gamification Strategy
3. 85% of AI projects miss their targets. PwC's gamification strategy at 300,000 employees shows how enterprises can close the adoption gap.
Thomas Walker · 6 min read · 18 May 2026
Why Are Your Scheduling Optimisations Creating Worse Customer Experiences?
How workforce scheduling optimization harms CX, spikes agent workload, and drives repeat contacts, plus fixes.
Thomas Walker · 5 min read · 13 May 2026
Will AI Replace Your WEM Platform? ServiceNow's President Says No
Can AI agents replace workforce engagement management platforms? ServiceNow's Amit Zavery says no at Knowledge 26.
Thomas Walker · 5 min read · 11 May 2026
Your WEM Strategy Isn’t Improving Engagement. It’s Teaching Agents How to Game the System
Your WEM KPI design is just teaching agents how to game the system. Here's what you should be prioritizing.
Rebekah Carter · 12 min read · 7 May 2026
Your WEM Platform Isn’t Fixing Performance - It’s Just Documenting the Decline in Detail
More KPIs won’t save your contact center. Learn why WEM often becomes passive reporting and how to make it drive real change.
Thomas Walker · 6 min read · 6 May 2026
The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives
Salesforce hiring and Gartner data show AI reshaping CX roles while increasing demand for human agents in complex interactions.
Francesca Roche · 4 min read · 29 Apr 2026
The Spreadsheet Problem Hiding Inside Your Workforce Strategy
Over half of HR leaders still rely on spreadsheets for workforce planning. Here's why that's a serious CX problem.
Thomas Walker · 5 min read · 28 Apr 2026
How to Choose Workforce Engagement Platforms That Scale
Find the right contact center workforce software: AI forecasting, workforce analytics tools, coaching workflows, and ROI signals.
Thomas Walker · 5 min read · 27 Apr 2026
Why Workforce Engagement Platforms Are Replacing Legacy WFM Systems
why contact centers are moving to workforce engagement management, and how modern workforce optimisation tools improve CX productivity.
Thomas Walker · 5 min read · 20 Apr 2026
Verint's Quiet Pivot: How AI Is Reshaping Its Core Business
Verint’s AI revenue has overtaken its legacy business, signalling a major shift toward CX automation. Here’s what it means for CX Leaders.
Thomas Walker · 5 min read · 14 Apr 2026
How Autonomous Workforce Platforms Are Replacing Traditional Planning Models
Learn how AI workforce management improves forecasting, scheduling, and governance in contact centers.
Thomas Walker · 6 min read · 13 Apr 2026
How to Prepare Your Contact Center Workforce for AI
Your contact center workforce strategy is going to change with AI in the mix. Here's how you can prepare your team.
Rebekah Carter · 13 min read · 7 Apr 2026
Why Work Management Platforms Are Replacing Project Tools in Enterprises
Enterprises are shifting from traditional project management tools to AI-powered work management platforms.
Thomas Walker · 7 min read · 7 Apr 2026
Why Contact Center Workforce Management Alone Can’t Fix Agent Burnout
Struggling with agent burnout? Explore why WFM focuses on efficiency, not wellbeing -and how to use engagement data to protect your workforce.
Thomas Walker · 7 min read · 6 Apr 2026
Is AI Really Behind the Tech Layoff Wave? Benioff Says No
Salesforce CEO Marc Benioff says blaming AI for tech layoffs is the "lazy way out." So what's really driving workforce cuts?
Rhys Fisher · 4 min read · 6 Apr 2026
Big CX News from Oracle, Salesforce, HubSpot & Microsoft
The latest and greatest CX and customer service stories, including: Oracle, Salesforce, HubSpot, and Microsoft
Rhys Fisher · 4 min read · 3 Apr 2026
Oracle Cuts 30,000 Jobs to Fund Its AI Gamble
Oracle has cut up to 30,000 jobs to fund its AI infrastructure push. We break down what the largest layoff in Oracle's history means for CX.
Rhys Fisher · 4 min read · 1 Apr 2026
Why Workforce Optimization (WFO) Is No Longer Enough for Modern Contact Centers
Workforce optimization is evolving. Discover why contact centers are shifting from WFO to WEM, addressing hybrid work and burnout.
Thomas Walker · 5 min read · 31 Mar 2026
Why Contact Centers Are Investing in WEM: What Workforce Engagement Tools Actually Deliver
Discover how contact center workforce management and WEM tools improve scheduling, agent performance management, and CX outcomes.
Thomas Walker · 5 min read · 31 Mar 2026
Why Agent Stress Is Sabotaging CX Performance in 2026
AI is transforming customer service, but is it transforming it for the better? The answer might seem like an obvious yes, given how quickly the technology ha...
Rhys Fisher · 5 min read · 19 Feb 2026
Sabio Gets Real About WFM: Why Spreadsheets Are Killing CX Strategy
Rhys Fisher, Associate Editor at CX Today , sits down with Scott Doherty, WFM Consultant at Sabio , to unpack how workforce management has evolved from a b...
Rhys Fisher · 1 min read · 22 Jan 2026
The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily
Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. W...
Rob Scott · 1 min read · 14 Jan 2026
Five9 Expands Google Cloud Partnership for Unified Contact Center Solutions
Five9 and Google Cloud expand their partnership to deliver AI-driven customer experience solutions.
Francesca Roche · 4 min read · 13 Jan 2026
Team Leader Burnout Risk: How Martin Teasdale Built a 683 Member Community to Fight Back
With 683 members across multiple countries, the Team Leader Community is addressing the coaching gaps, burnout risks, and support deficits that contact center operations worldwide are struggling with.
Thomas Walker · 1 min read · 22 Dec 2025
Smarter Conversations: Defining the 2026 Landscape
Plan your 2026 strategy with CX Today. Unveiling our new editorial roadmap, covering Agentic AI, CCaaS, and trust. Request the 2026 Media Kit today.
Rob Scott · 6 min read · 22 Dec 2025
How AI Is Transforming Every Corner of the Contact Center From Agents to AI Agents
You can almost picture it, rows of agents, headsets on, juggling systems and scripts. For decades, the contact center has been a place defined by human patie...
Rob Scott · 4 min read · 17 Dec 2025
The BPO Wake-Up Call: A Complete Guide for CX Leaders
Discover what BPO is, how business process outsourcing works, and why it has become essential for modern customer experience teams.
Rebekah Carter · 14 min read · 11 Dec 2025
Workforce Engagement Management - The New Standard in Contact Centers
Learn how Workforce Engagement Management differs from Workforce Management and Workforce Optimization. Engagement-led tools matter in CX.
Rebekah Carter · 6 min read · 11 Dec 2025
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Explore the Thoma Bravo Verint acquisition and its implications for AI-powered customer experience platforms.
Rhys Fisher · 6 min read · 10 Dec 2025
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
Understand the significance of Microsoft's investment to localize AI in India and Canada, transforming digital landscapes and skills.
Francesca Roche · 7 min read · 10 Dec 2025
RingCentral Increases AI Product Launch to Beat $100MN Target Before 2026
Learn how the recent RingCentral AI product launch is driving growth and expanding its customer base in emerging AI trends.
Francesca Roche · 6 min read · 4 Nov 2025
Why Outdated WEM Practices Are Holding Back Your Contact Center
For years, workforce engagement management (WEM) has promised to transform the contact center. Yet in many enterprises, the tools remain underutilized. With ...
Rhys Fisher · 5 min read · 15 Oct 2025