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Watch the podcast here During the 90’s and early 2000s, Thursday nights were, for roughly 25 million Americans, Must See TV night. NBC’s lineup of hit shows like Friends, Seinfeld, and ER, were a cultural phenomenon that lives on in memes and catch phrases like Ross’s “Pivot!” from season 5. Ross’s detailed plan for success didn’t turn out the way he planned. Software founders often have detailed plans for success only to find that the market is just as challenging as moving

As AI Agents Reshape Contact Center Staffing, Cisne Unifies Workforce Intelligence Across Human & AI Operations, Earning Technical Validation for Avaya Infinity We've announced a validated integration now available for Avaya Infinity® customers, providing enhanced workforce capacity orchestration capabilities within Cisne WFM. This integration is designed to solve the growing operational complexity of modern, hybrid contact centers. Cisne has invested to validate this innovat

Pre-built marketplace integration synchronizes live contact center queue data with dynamic capacity modeling across distributed teams and automated workflows. Cisne, an AI-native workforce management and operational orchestration platform, today announced its formal integration with Five9 (NASDAQ: FIVN), provider of the Intelligent CX Platform. As an Accredited Five9 ISV Partner available on the Five9 CX Marketplace, Cisne equips enterprise customer care operations with a con

Former Five9, Dialpad, and Nextiva revenue executive joins to accelerate enterprise expansion as contact centers adopt hybrid human and AI workforce models Cisne, provider of AI-native workforce management for omni-channel and hybrid contact centers, today announced that Jim Nystrom has joined as Chief Revenue Officer. Nystrom will lead Cisne's go-to-market, including enterprise sales, channel distribution, and revenue & growth strategy. Nystrom previously served as Chief Re

Almost everything written about AI in the contact center focuses on the conversation itself: latency, transcription, and whether the model knows when to stop talking. Workforce management sits outside the conversation.

Cisne provides workforce management technology for forecasting, scheduling, and real-time adherence across contact center operations. Our initial integration with Avaya Infinity took days, and most of that was extra testing we decided to run ourselves.

Contact centers are betting their future on AI that customers fundamentally don't trust. While 74% of companies feel comfortable letting AI handle sensitive financial data, only 35% of consumers agree. This isn't a confidence gap. It's a structural flaw that could turn your AI investment into a customer retention disaster.

Something unexpected is happening in contact centers that have successfully deployed AI. Call volumes are dropping, automation rates are climbing and executives are celebrating. Meanwhile, agents are reporting higher stress levels, and attrition is rising.

What if I told you the way most contact centers are run is built on a lie? A deeply embedded assumption that for one side to win, the other has to lose. It shows up in the way we pit efficiency against experience, or how we drive CSAT at the cost of agent burnout.

We often hear the question: Is AI going to replace contact center agents? Based on my experience with leading contact centers, AI isn’t a threat – it’s an opportunity to upskill agents and turn them into CX champions.

Before you can fix your turnover problem, you need to face a hard truth: the battle for contact center talent is increasingly about who controls the schedule. In today’s labor market, control is currency and your agents know it.

For decades, contact centers in countries like the Philippines, India and Colombia have fielded bias from customers who associate foreign accents with poor service. This isn’t about capability. It’s about perception. Even when agents deliver excellent outcomes, the sound of their voice can influence how they are judged.

Frontline agents are telling us what they need. They want predictable schedules, clear communication, and tools that support, not sabotage, their work. And yet, too often, those needs are overlooked in favor of short-term perks or one-size-fits-all incentives. Let’s talk about what really matters to agents today and what you can do about it.