Workforce Management Featured Articles
For Hurtigruten, a Norwegian-based luxury travel company, the need to maintain excellent customer service levels while keeping its employees safe made…
7/2/2020
AI startup Viziblezone announced a new partnership with Verint, enabling the addition of Viziblezone contact tracing technology as a key piece of Veri…
6/29/2020
While call centers across the country have seen a spike in demand - or at least a change in the way customers are reaching out - few are seeing as muc…
6/26/2020
Call center services provider Chime Solutions recently announced the addition of 250 more jobs at its call center in University City, North Carolina. …
6/22/2020
While contact centers are more important than ever in the disruptive COVID-19 era, they're also breeding grounds for disease transmission. Call center…
6/18/2020
The Maryland Transportation Authority (MDTA) recently announced that it plans to reopen its E-ZPass customer service centers at its toll facility buil…
6/18/2020
Serenova and Fuze are teaming to help eliminate traditional gaps between contact center and unified communications solutions.
6/12/2020
There's a rather cynical cycle with new technology: futurists present a vision of the technology to the media, the media overhypes it, consumers get c…
6/11/2020
Verint unveiled enhancements to its WFM solution, adding new capabilities to meet the needs of the workforce transition back to the office.
6/9/2020
News of layoffs and businesses closing their doors due to the Coronavirus pandemic that continues to sweep the nation is not new. However, one industr…
6/4/2020
Millions of workers have been forced to work remotely to combat the effects of COVID-19. Remote work has many benefits, but can also easily lead to em…
6/1/2020
NICE inContact announced a partnership with Zendesk provide businesses transitioning operations due to the coronavirus pandemic access to the NICE inC…
5/27/2020
Productivity in the United States has steadily climbed since the end of the Second World War. We've become more efficient, more agile, and better at d…
5/21/2020
NICE announced the integration of the NICE Trading Recording System (NTR) with the Microsoft Teams unified communications solution. In addition to the…
5/20/2020
Verint announced its new Microsoft Teams recording integration to capture, retain, analyze and retrieve all communications across the Teams platform t…
5/19/2020
Back in mid-March, DuPage County opened a 15-person call center with a dedicated goal of answering the high volume of COVID-19 calls that were coming …
5/13/2020
This week, Verint named NWN Corporation, Avaya and Five9 Partner of the Year award winners. The Customer Engagement Company reserves this recognition …
5/12/2020
Five9 announced a new partnership with Zoom, and announce Agent-Expert Consultation. The new solution provides contact center agents access to any Zoo…
5/8/2020
The COVID-19 pandemic has forced many companies and call centers to rely on remote work to provide customer service. But the clear benefits of the rem…
5/8/2020
Why do some contact centers seem to do so well, and others don't, even if they're both following similar best practices? The answer may be in the call…
5/1/2020
Oslo, Norway-based Puzzel, a CCaaS provider for the European market, has acquired workforce management and optimization software provider U-WFM for an…
5/1/2020
Analytics coupled with artificial intelligence (AI) has benefited many industries, but few more than transportation logistics. The proper use of big d…
4/24/2020
NICE inContact announced an expansion to the CXone@home package to now include Workforce Optimization (WFO) and engagement capabilities to drive agent…
4/20/2020
Current and former trainees at the an AFNI call center in Tuscon have complained they were packed elbow-to-elbow as recently as April 1, fearing for t…
4/16/2020
Noble Systems announced it can deploy Noble Contact Center Remote within 48 hours, assisting businesses with a rapid transition to a work from home en…
4/14/2020
With the help of 8x8, North Star Home is now allowing employees and contact center staff to stay connected and complete their daily jobs from the safe…
4/10/2020
The need for effective, timely customer support is always present, but during times of global emergencies, the need becomes even more urgent. Most cal…
4/7/2020
Call center agents are increasingly fearful for their health and safety as they are forced by employers to work in crowded buildings during the COVID-…
4/2/2020
Call center workers throughout the U.S. are sounding the alarm about being forced to work in crowded buildings with little or no precautions being tak…
3/31/2020
Serenova's new CxEngage Rapid Response program is designed to help contact centers quickly move to the cloud and support remote agents in response to …
3/26/2020
3CLogic announced a $9 Million Series B financing led by Capitan Investment Partners and True Blue Partners. 3Clogic will leverage the influx of funds…
3/26/2020
Ibotta selected NICE Workforce Management and NICE Employee Engagement Manager in the cloud to offer flexibility and control to their part-time and re…
3/17/2020
NICE launched CXone@home today, a limited time offer in direct response to COVID-19. The cloud native solution is aimed at supporting contact centers …
3/16/2020
The call center has a dubious distinction in the business world: it's least able to retain employees. In fact, according to a study by Talkdesk, inbou…
3/10/2020
The idea of automating the contact center isn't a new one. It's been under discussion since the earliest days of automation technologies, starting wit…
3/9/2020
As the way people communicate with their product and service providers shifts, the way call centers need to communicate with customers needs to shift.…
3/4/2020
What is "casual employment"? We hear the term in the news a lot. In fact, it's a distinct employment classification under U.S. federal law and the law…
3/4/2020
Cresta, an AI startup firm focusing on workforce management and productivity increases for contact center workers, has launched with a $21 million fun…
2/25/2020
Innovation is the forefront of success across industries today. Businesses that innovate are winning the race. NICE inContact and its CXone offering, …
2/25/2020
Spok, a healthcare communications provider based in Springfield, VA, is focused on improving care collaboration for clinical teams as they depend more…
2/21/2020
Call center agents must be engaged and motivated on the job to successfully engage customers. Call center managers can boost engagement by fostering a…
1/24/2020
There's a huge disconnect in contact centers today. While most of them - better than 90 percent - claim that customer service quality is their number …
1/22/2020
In regard to delivering quality customer care, nothing is more important than consistent quality and always-on communications. When ORGANO - a growing…
1/15/2020
NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…
1/10/2020
A viral holiday anecdote about excellent customer service at a Chick-fil-A drive-thru should serve as the gold standard for customer engagement, parti…
1/2/2020
While most of us expect Amazon to run like a well-oiled machine during the holiday season - at least from a customer's perspective - even the most org…
1/2/2020
One US real estate franchise is ensuring it's prepared for the future and making the move to the cloud with Five9. The company announced it was chosen…
12/27/2019
If you manage a call center and you're of a certain age, chances are that you know how to calculate the Erlang-C formula, a mathematical calculation t…
12/27/2019
The holiday season can be busy and chaotic in the call center, but it's also one of the key times to engage and retain customers. By following a few t…
12/20/2019
It's no secret that call center work has high turnover rates. The work isn't exactly anyone's dream job, and it's often micro-managed. It's a high-pre…
12/18/2019
Employee engagement is critical for all businesses, but it's particularly important for companies with high turnover. The call center industry, which …
12/13/2019
A recent study from ZipRecuriter found that workplace diversity is very important to today's job seekers' when looking for employment. The first annua…
12/5/2019
Frost & Sullivan honored Noble Systems with a 2019 Market Share Leadership Award for the North American Outbound Dialing Systems market. This marks th…
12/4/2019
Contact center solutions provider Serenova has acquired the technology and hired the team behind the ProScheduler platform from Swedish company Loxyso…
11/27/2019
Verint Systems has upgraded its Workforce Management (WFM) solution with AI-infused automation and mobility to streamline the forecasting and scheduli…
11/26/2019
The global workforce is increasingly comprised of millennials and Gen Z workers, making mobility and mobile workforce management a necessity.
11/25/2019
Avaya announced that its Avaya IX Contact Center solutions with Google Cloud Contact Center enhancements are now available for global customers.
11/22/2019
The growing call center industry in Tijuana Mexico is an attractive option for companies throughout the world looking to save money on outsourcing wit…
11/13/2019
Workforce Insight has announced the acquisition of Presence of IT Workforce Management North America, LLC. The merger will allow Workforce Insight to …
11/12/2019
While many column inches are regularly devoted to the idea of managing younger workers from the Millennial generation, it's easy to forget that there …
11/7/2019
This week, NovelVox unveiled an enhanced version of Cisco Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache…
11/6/2019
NICE inContact announced improvements to the CXone Agent for Salesforce, empowering omnichannel experiences. The CXone is able to provide a unified in…
10/30/2019
Noble Systems announced Nobel Gamification 2.0, an omnichannel contact center solution that is building on its award-winning ways.
10/29/2019
AI and automation are increasingly being used to improve CRM and customer service. AI is a natural fit for many types of customer interactions across …
10/25/2019
Cybersecurity firm Symantec Corporation has a new employee: an artificial intelligence called "Sami." It should help users of company's security produ…
10/23/2019
Danish firm Duka announced the selection U-WFM's Workforce Management in the Cloud offering for its Hinnerup, Denmark contact center.
10/18/2019
Intradiem and Aspect Software announced a co-marketing partnership that brings together robust WFO and real time automation for enterprise contact cen…
10/17/2019
The latest version of Aspect Software's Cloud Contact Centre offering has been announced. With the release of version 19, agents and supervisors are e…
10/11/2019
For many companies, outsourcing contact center services such as customer support to a foreign country makes sense. It saves on labor and allows compan…
10/4/2019
Recently, Vonage unveiled the 2019 Vonage IVR survey, illustrating some highly interesting results. Your IVR may be a big reason you keep losing custo…
9/27/2019
In recent years, companies have put more focus on improving the work conditions in call centers so that agents feel more at ease and enjoy their jobs.…
9/26/2019
Nuance announced the Nuance Intelligent Engagement Platform is making the addition of Intelligent Engagement services as well back end integrations to…
9/17/2019
Upstream Works Software Partners announced a new partnership with Aceyus, the two aim to merge actionable data with customer experience management to …
9/16/2019
WFMSG took the wrapping off Release 4.4 of its Community WFM solution. New additions to the platform focused on improving forecasting and schedule opt…
9/13/2019
While we know many technology and solutions providers are building machine learning and artificial intelligence (AI) into their solutions, apps and pl…
9/9/2019
Customer interactions are a bit like icebergs: while there's a small amount of information - usually what goes into the ears of call center agents - v…
9/6/2019
Cloud contact center software provider NICE inContact delivers a cloud customer experience platform that makes better one-on-one experiences possible …
9/6/2019
Job burnout is on the rise and poses a significant threat to the global workforce. AI technologies are increasingly being used to aid contact center e…
8/30/2019
Today, artificial intelligence (AI) helps us shop, navigate our computers, operate our in-car infotainment systems and more. It's increasingly showing…
8/28/2019
The better a call center agent is trained, coached, guided and valued, the more likely he or she is to remain engaged with the job and to stick around…
8/22/2019
If you were to make a list of all your customers' complaints, you'd probably find that a large majority of them are the same few complaints repeatedly…
8/15/2019
Verint Systems has been honored for Workforce Optimization Solution of the Year, and received an honorable mention for Omnichannel Solution for the Ye…
8/15/2019
Salesforce announced a definitive agreement to purchase field service management provider ClickSoftware. Joining a robust platform, ClickSoftware will…
8/8/2019
While "the customer experience" has been on most company's radar for years, if not decades, most companies have had imperfect success when it comes to…
8/6/2019
Automated and AI-based coaching technologies are being integrated into workforce management and contact center solutions to help agents improve their …
8/2/2019
As companies strive to do more with less workforce, workforce management becomes a critical element of operations. Workforce management, deployed prop…
8/1/2019
A new report from DMG consulting - 2019/2020 Intelligent Virtual Agent Product and Market Report - put Verint front and center. The VoC solution provi…
7/26/2019
AI and virtual assistant technologies stand to transform the entire customer service industry, improving the speed and quality of customer service whi…
7/26/2019
AI has already made major inroads in customer service and is set to transform the entire contact center industry, improving both customer and agent en…
7/19/2019
It's 2019, and we tend to still consider call center work "low skilled." While once upon a time, this may have been the case, customer support today i…
7/19/2019
Verint, also self-proclaimed "The Customer Engagement Company", had the latter confirmed in not one, or two but three customer service evaluations boa…
7/11/2019
The contact center is a complex place today. We have so many channels, so many solutions, so many screens and so many processes, that agents - once cu…
7/10/2019
In the contact center, speech analytics are invaluable. For firms not embracing this future-forward approach the ignorance is certainly not bliss. Let…
7/3/2019
How your agents speak and the words they choose to use when responding to customers needs is directly related to the end result of the call. Upbeat ac…
7/1/2019
This week, Verint was the only vendor to be recognized in two 2019 Gartner Magic Quadrants. Specifically, the customer engagement company earned accol…
6/27/2019
If you made a list of the top 10 most stressful jobs, there's a good chance that call center agent would land on it somewhere, alongside "emergency ro…
6/27/2019
The Hertfordshire County Council recently announced the selection of Verint's government and public sector portfolio, making the management of governm…
6/20/2019
What is "nesting?" Nesting, sometimes known as the transition stage, is the point at which new call center hires are finished with their classroom tra…
6/18/2019
The use of AI and automation is on the rise in the banking, financial services and insurance sectors. Financial customer service is an ideal fit for a…
6/13/2019
While there are many moving parts to properly managing a workforce, it's the soft skills - the ability to understand and motivate people - that often …
6/13/2019
