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As always, we keep watch of trends and issues pertinent to contactcenters, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Storyline: Gamification. Investing in Agents.
Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in ContactCenterWorkforce Optimization-Global.”
The ContactCenter WFO Market Is Transforming. The contactcenterworkforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The Next Act for ContactCenter WFO. million in 2020.
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