Workforce Engagement Management
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 · 22 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 · 2 Jul 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 · 12 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 · 2 Jun 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 · 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 · 14 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 · 22 Dec 2025
Zoom Introduces Its Latest WEM Release, New ServiceNow & Salesforce Integrations
Beyond Auto-QA, workforce engagement management (WEM) has seen little in the way of cutting-edge innovation over the past five years. As such, contact center...
Charlie Mitchell · 23 Jun 2025