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        <pubDate>Fri, 17 Apr 2026 17:51:31 +0000</pubDate>
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                <title><![CDATA[The Future of Workforce Management]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/future-wfm?utm_medium=RSS</link>
                <description><![CDATA[ Predictions and trends on the future of contact center workforce, shaped by an economic perspective. ]]></description>
                <author><![CDATA[ audrey.steeves@cmpteam.com (Audrey Steeves) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/future-wfm?utm_medium=RSS</guid>
                <pubDate>Wed, 05 Nov 2025 15:25:20 +0000</pubDate>
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                    <item>
                <title><![CDATA[CCW Digital Magazine: Workforce Management]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/ccw-digital-magazine-workforce-management?utm_medium=RSS</link>
                <description><![CDATA[ Insights on workforce management from McDonald’s, BeatBox, AdventHealth & more. ]]></description>
                <author><![CDATA[  (CCW Digital Editor) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/ccw-digital-magazine-workforce-management?utm_medium=RSS</guid>
                <pubDate>Fri, 21 Nov 2025 18:14:41 +0000</pubDate>
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                    <item>
                <title><![CDATA[Next-Generation Mechanisms of Agent Empowerment]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/nextgen-agent-empowerment?utm_medium=RSS</link>
                <description><![CDATA[ Agent assist is just one type of call center technology that has potential to improve agent engagement. ]]></description>
                <author><![CDATA[ audrey.steeves@cmpteam.com (Audrey Steeves) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/nextgen-agent-empowerment?utm_medium=RSS</guid>
                <pubDate>Tue, 07 Jan 2025 14:30:54 +0000</pubDate>
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                    <item>
                <title><![CDATA[“Remote Jobs Near Me”: New Careers in Customer Contact]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/new-careers-in-cx?utm_medium=RSS</link>
                <description><![CDATA[ New technology and AI has led to a demand for agents with a more analytical and consultative skill set. ]]></description>
                <author><![CDATA[ audrey.steeves@cmpteam.com (Audrey Steeves) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/new-careers-in-cx?utm_medium=RSS</guid>
                <pubDate>Tue, 07 Jan 2025 14:35:34 +0000</pubDate>
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                    <item>
                <title><![CDATA[Reimagining Frontline Leadership in the Age of AI]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/pre-registration-reimagining-frontline-leadership-in-the-age-of-ai?utm_medium=RSS</link>
                <description><![CDATA[ As they pursue this new approach to contact center workflow, wise leaders will nonetheless “be careful what they wish for.” ]]></description>
                <author><![CDATA[  (CCW Digital Editor) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/pre-registration-reimagining-frontline-leadership-in-the-age-of-ai?utm_medium=RSS</guid>
                <pubDate>Thu, 02 Jan 2025 17:37:24 +0000</pubDate>
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                    <item>
                <title><![CDATA[Key Considerations for Hiring Generation Z]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/gen-z-workers?utm_medium=RSS</link>
                <description><![CDATA[ Are the negative stereotypes facing Gen Z workers valid criticisms about the state of work? ]]></description>
                <author><![CDATA[ audrey.steeves@cmpteam.com (Audrey Steeves) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/gen-z-workers?utm_medium=RSS</guid>
                <pubDate>Tue, 07 Jan 2025 14:33:58 +0000</pubDate>
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                    <item>
                <title><![CDATA[Reassessing Remote Work in the Wake of Amazon’s RTO Mandate]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/amazon-rto-remote-work?utm_medium=RSS</link>
                <description><![CDATA[ In making decisions about whether to change your contact center’s policy on working remotely, it is imperative that leadership prioritize employees' needs. ]]></description>
                <author><![CDATA[ audrey.steeves@cmpteam.com (Audrey Steeves) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/amazon-rto-remote-work?utm_medium=RSS</guid>
                <pubDate>Tue, 07 Jan 2025 14:36:43 +0000</pubDate>
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                    <item>
                <title><![CDATA[Bank of America Maintains Commitment to $25 Minimum Wage]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/boa-minimum-wage?utm_medium=RSS</link>
                <description><![CDATA[ In our increasingly digital age, the role of the frontline customer service employee is constantly evolving and recalibrating to meet customers’ needs. ]]></description>
                <author><![CDATA[ audrey.steeves@cmpteam.com (Audrey Steeves) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/boa-minimum-wage?utm_medium=RSS</guid>
                <pubDate>Tue, 07 Jan 2025 14:36:30 +0000</pubDate>
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                    <item>
                <title><![CDATA[The Engaged Agent Perspective and Advancing CX Technology]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/engaged-agent-cx-tech?utm_medium=RSS</link>
                <description><![CDATA[ CX leaders should factor in their engaged agents' opinions when considering new contact center technology ]]></description>
                <author><![CDATA[ audrey.steeves@cmpteam.com (Audrey Steeves) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/articles/engaged-agent-cx-tech?utm_medium=RSS</guid>
                <pubDate>Tue, 07 Jan 2025 14:37:39 +0000</pubDate>
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                <title><![CDATA[Agent Churn]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/agent-churn?utm_medium=RSS</link>
                <description><![CDATA[ In this ebook, we examine the impact of agent churn and consider a new approach. It’s a radical innovation poised to deliver radical results. ]]></description>
                <author><![CDATA[ asapp@info.com (ASAPP .) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/agent-churn?utm_medium=RSS</guid>
                <pubDate>Thu, 02 Jan 2025 17:40:12 +0000</pubDate>
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                    <item>
                <title><![CDATA[New Tips for Agent Engagement in the Era of AI]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/new-tips-for-agent-engagement-in-the-era-of-ai?utm_medium=RSS</link>
                <description><![CDATA[ The agent experience continues to be critical. As customers persistently seek out better experiences, they rely on agents to give them accurate, tailored and streamlined resolutions... ]]></description>
                <author><![CDATA[ brooke.lynch@customermanagementpractice.com (Brooke Lynch) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/new-tips-for-agent-engagement-in-the-era-of-ai?utm_medium=RSS</guid>
                <pubDate>Thu, 02 Jan 2025 19:20:36 +0000</pubDate>
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                    <item>
                <title><![CDATA[Special Report Preview: New Tips for Agent Engagement in the Era of AI]]></title>
                <link>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/special-report-preview-new-tips-for-agent-engagement-in-the-era-of-ai?utm_medium=RSS</link>
                <description><![CDATA[ In collaboration with Genesys, CCW Digital will share new tips for agent engagement amid AI development. By curating a strategic path forward for agents and giving agents a deeper ]]></description>
                <author><![CDATA[ brooke.lynch@customermanagementpractice.com (Brooke Lynch) ]]></author>
                <guid>https://www.customercontactweekdigital.com/customer-contact-workforce/whitepapers/special-report-preview-new-tips-for-agent-engagement-in-the-era-of-ai?utm_medium=RSS</guid>
                <pubDate>Thu, 02 Jan 2025 19:29:10 +0000</pubDate>
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