Hot off the heels of our successful C3 events in Nashville and London, and all the great workforce engagement management (WEM) presentations I saw there, I’m reminded once again how tightly tied [...]

If you think you’ve been hearing more about agent engagement—aka “workforce engagement management (WEM)”—lately, you’re probably right. With the increasing focus on the customer experience, [...]

Gamification’s ultimate goal might be superior customer experiences resulting in more satisfied and longer-term customers, but the way it does this is through modern agent engagement that [...]