WFM stories
Full-call analysis has lifted Finance One's compliance and coaching performance, after the lender reviewed more than 300,000 customer calls.
AI-powered analytics can cut avoidable calls, speed issue resolution and uncover product gaps before they dent customer satisfaction.
Customer use of 8x8's AI tools jumped 121% year on year, helping drive record first-quarter revenue and a fifth straight quarter of growth.
The move aims to help firms scale AI beyond siloed contact centres, as most organisations still struggle to deploy it across the enterprise.
Retailers could improve retention and customer service by giving store staff mobile access to schedules, communications and training tools.
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, expanding into independent CX and contact centre advisory across Australia and New Zealand.
Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.
UKG partners with HR Crowd to deliver SAP SuccessFactors-aligned workforce management for complex, highly regulated employers in ANZ.
Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.
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 has launched new workforce management tools aimed at integrating digital front and back-office tasks, enhancing efficiencies and bottom-line results.
Humanforce and Datacom have partnered to provide an integrated WFM & payroll offering to Australian and New Zealand businesses.
The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.
8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.
Misaligned expectations over workplace AI risk costing UK employers up to GBP £60 billion a year in lost productivity and savings.
AI-fuelled deepfakes and tailored social scams will drive a surge in mobile cyber threats by 2026, forcing firms to rethink security.
New Zealand commercial rents and capital values are expected to keep falling as occupiers and investors stay cautious amid coronavirus uncertainty.
