WFM stories
AI-era contact centres become strategic CX data hubs
Last month
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crm
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uc
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data protection
In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.
MaxContact Australia rebrands as Kaizn in CX advisory shift
Fri, 27th Feb 2026
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uc
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data analytics
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digital transformation
MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.
Beyond technology: How leadership drives contact centre performance
Mon, 23rd Feb 2026
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uc
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digital transformation
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cx
Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.
UKG, HR Crowd partner on SAP SuccessFactors WFM rollouts
Fri, 30th Jan 2026
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digital transformation
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hcm
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partner programmes
UKG partners with HR Crowd to deliver SAP SuccessFactors-aligned workforce management for complex, highly regulated employers in ANZ.
Contact centres report rising morale but AI doubts grow
Fri, 30th Jan 2026
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uc
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digital transformation
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cx
Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.
NICE secures WFM market leadership for 10th consecutive year
Wed, 7th Aug 2024
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uc
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cx
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martech
NICE secures its position as the market share leader in WFM for the tenth year, commanding 33% of total seats, as confirmed by DMG's 2024 report.
NICE unveils advanced WFM solutions for digital integration
Fri, 31st May 2024
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uc
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cx
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martech
NICE has launched new workforce management tools aimed at integrating digital front and back-office tasks, enhancing efficiencies and bottom-line results.
Humanforce and Datacom provide WFM & payroll solution
Tue, 25th Jul 2023
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hcm
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partner programmes
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datacom
Humanforce and Datacom have partnered to provide an integrated WFM & payroll offering to Australian and New Zealand businesses.