Forbes contributors publish independent expert analyses and insights. I write about the evolving world of work and women’s place in it. One of the most important developments to occur during the ...

Many contact center agents come, and then they go. It’s the nature of the role, especially for staff positions —job satisfaction is elusive and the work experience not to agents’ liking. For their ...

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

Here's a look at how the cloud leaders stack up, the hybrid market, and the SaaS players that run your company as well as their latest strategic moves. Read now Salesforce is launching tools that will ...

A highly engaged workforce means higher productivity for your company. Employees who are engaged in their work also tend to be more satisfied in their jobs, which often equates to greater loyalty to ...

The FRC has commissioned research by Royal Holloway, University of London and the Involvement and Participation Association to look at how companies following the UK Corporate Governance Code have ...

Employee experience (EX) has been a hot topic since the start of the pandemic, but there is still a clear divide between organizations that have invested in a comprehensive strategy and those that ...

“What really matters most to employees,” asked Todd Katz, executive vice president of Metlife. “Why do they come to work? How do you engagement to optimize productivity?” Speaking Monday in Washington ...

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 ...

The manufacturing industry is on the brink of its next great leap. New technologies such as additive manufacturing, robotics and digital design are creating opportunities for success — now and into ...