How to Future-Proof Your WFM System for Long-Term ROI As integrating existing data with a modern WFM solution is so critical, Zaineb Ahmed at Peopleware explores how to make that integration happen and set your business up for long-term success. Modernizing your workforce management system helps unify disparate systems and […]
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How to Build a Customer Journey Framework Cristina Vargas at Genesys explores how to build a strategic customer journey framework, and what it takes to design connected, data-driven experiences that drive engagement, loyalty, and long-term success. Modern customers expect more than just great customer service – they […]
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2025 Guide to Contact Centre Automation Contact centre automation presents a powerful solution. Businesses can wave goodbye to repetitive manual processes while boosting speed and efficiency. At the same time, agents become free to focus on the tasks that matter most. Wondering how to get started? […]
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The Ultimate Guide to Contact Centre Analytics Celia Cerdeira at Talkdesk explores why contact centre analytics are essential, how they drive business success, and how AI streamlines the entire analytics process. Whether calling an agent or reaching out on social media, customers expect fast, personalized, and seamless […]
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Workforce Forecasting: How to Predict Staffing Needs Calabrio explores how mid-to-large contact centres can turn workforce forecasting from a frustrating guessing game into a strategic advantage that reduces costs, improves agent engagement, and delivers consistently better customer experiences. Right now, contact centres face unprecedented workforce challenges. With […]
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