WFM stories
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.
8x8 adds AI tools to contact centre and WhatsApp CX
Thu, 19th Feb 2026
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uc
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cx
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martech
8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.
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.