With the beginning of a new year fast approaching, your organization may be deciding where to focus its energy on emerging industry trends. As a starting point, we know from recent industry analyst research that a new market called “Customer Engagement Optimization” is emerging. Essentially, this market represents the convergence of workforce optimization (WFO) and engagement management (EM). In a just-published research note from Forrester, their data shows that &ldquo....

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