CRM Magazine's eWeekly is written by the same award winning editorial staff who produce CRM magazine. The eWeekly delivers timely and original news, trends, and analysis not available anywhere else on the web. If you are challenged with driving your company’s customer relationship management efforts, CRM’s eWeekly is a must-read for you. Join 60,000 of your peers and subscribe today.

February 26, 2025

Viewpoints

The Evolution of Workforce Management: Navigating the AI Era

Workforce planning involves far more than just having the right number of agents in place. (Featured on SmartCustomerService.com.)

CRM Video

Don Schuerman of Pega: LLMs + Agentic AI + Workflow Orchestration Bring Reliability and Predictability

Pega's Chief Technology Officer Don Schuerman discusses how its newest tool, Pega Agent Experience, enables any workflow to be transformed into an agent-driven experience while reducing the reliance on prompt engineering, which can yield inconsistent results.