WFM stories
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.
AI-powered analytics can cut avoidable calls, speed issue resolution and uncover product gaps before they dent customer satisfaction.
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.
