Originally broadcast on Tuesday 14th May, 13:15

In this session, Business Systems is joined by Zen Internet to discuss Zen’s Workforce Engagement Management transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution. 

Originally broadcast Monday 13th May, 12:30

Even with the best schedule, things often don't go according to plan! Learn how Sabio's Mission Control can compliment your Genesys Cloud solution to support your real-time management process. We'll take you through delivering on-the-fly skill and routing changes, as well as the upcoming 'Dynamic SLA Routing' feature which automatically reskills, based on SLA performance.

Calabrio, a globally recognized leader in Workforce Engagement Management (WEM) solutions, has announced a major expansion in India with the launch of its new cloud offering. Tailored to meet the specific needs of Indian enterprises, this in-country cloud deployment positions Calabrio as the first WEM organization to offer local businesses unparalleled reliability, flexibility, and scalability for innovative contact center operations.

Work-from-home CX specialist Sensée has launched an emergency response service for organisations needing extra trained personnel at short notice to manage spikes in customer contact.

Chris Rainsforth at The Forum was talking with Carolina Lemos, formerly Product Marketing Manager at Talkdesk