Today’s connected customer has high expectations from the companies with which they do business. Companies that are meeting those needs and delivering optimal customer experiences have raised the bar for all companies. As a result, customers expect outstanding experiences and personalized service from the companies they do business with and have waning patience for those that fail to deliver on these expectations. Left frustrated or dissatisfied, customers may take their business to other companies—and never return. This presents new challenges for contact center leaders. Many contact centers that have successfully solved these challenges, and are delivering on customer expectations for efficient and thorough service, are using cloud-based workforce engagement tools and techniques. WEM capabilities can help companies better predict customer demand while enabling businesses to align agent skills, availability, and expertise with customer needs and preferences.