Tag: workforce management

RingCentral Announces AVA the Virtual Assistant and RingWEM

RingCentral’s suite of AI-powered business communications got a boost today with the announcement of RingWEM (workforce engagement management) and virtual assistant AVA. They come hot on the heels of a strong earnings report showing subscriptions revenue increased 6% year-over-year to...

Generosity Across Generations: What Today’s Workforce Really Wants

Nearly 4 in 10 Millennials and Gen Z employees are actively seeking new opportunities, while just a fraction of Baby Boomers are doing the same. The gap points to a bigger truth: while today’s cooling job market may keep people...

Calabrio Pushes Workforce Management into the AI Era with New Intelligence Suite

Calabrio has introduced Workforce Intelligence, a platform it says redefines how contact centres manage their people in an AI-driven world. Announced at the company’s annual Calabrio Customer Connect (C3) event, the launch marks a break from the static systems that...

25% of Employees Don’t Submit PTO Until the Last Minute

As businesses brace for the annual wave of summer vacations, new data from Paycom reveals a costly habit hiding in plain sight: 25 percent of U.S. employees don’t submit their PTO requests until the day they leave or even later. This...

The hidden engine of customer service: why back office WFM matters

Contact centre agents are often the first line of defence — handling queries, resolving complaints, and shaping customer perceptions of a brand. They work to deliver a seamless experience, but their success is not solely dependent on their own skills...