Workforce Management Featured Articles
New research from Lucidworks finds contact center agents would like more mental health resources to maintain positive work performance.
The scourge of unauthorized robocalls has led to an epidemic of consumers who simply don't pick up calls, fearing they'll be pitched an extended car w…
Rhode Island insurance agency Amica selected SMS platform provider, Hi Marley, to provide customers with texting capabilities for policy inquiries.
It was only a matter of time before contact center solutions provider Genesys linked up with one of the biggest cloud providers to take its offerings …
AudioCodes officially acquired Israeli AI-based contact center solution developer, Callverso.
A new report by Information Services Group, "The 2021 ISG Provider Lens Contact Center - Customer Experience Services" looks more closely at the ways …
New research from Vonage finds consumers are openly embracing a wide range of digital communications channels to stay in touch with businesses.
The Santa Fe Regional Emergency Communications Center hired Director Bernard Brown to increase the number of emergency responders in the region.
eGain Knowledge Hub for Genesys provides agents with proactive knowledge and AI conversational guidance which means they can more easily respond to cu…
OnviSource and Voicegain have formed a strategic partnership to enable business users to convert contact center interactions into text for experience …
The emergency call center in Durham, North Carolina recently made efforts to improve emergency call response times after losing a significant number o…
ISG has announced the release of its 2021 Provider Lens Contact Center - Customer Experience Services Global report, uncovering how contact centers ha…
In today's challenging environment, particularly with the rise in remote work due to the pandemic, running a contact center efficiently while keeping …
Sharpen Technologies was selected by Indiana Business Journal as the fastest growing private company in Central Indiana, according to IBJ's annual Fas…
Verint has been recognized by CRM Magazine as an industry leader in workforce optimization, as well as in contact center analytics.
Giant pizza chain Dominos recently took steps to improve the integration between social media and the call center. The company recently announced that…
Last month, IBM announced new updates to Watson Assistant, the company's intelligent virtual agent, to help businesses leverage AI and natural languag…
Venice, Calif-based Thankful, an AI customer service platform that takes services to the next level, is quickly gaining attention as it just announced…
Radical Inc. has reportedly found higher levels of abandonment rates and improved customer satisfaction after deploying Fonolo's Voice Call-Back solut…
How much of our lives do we spend trying to engage with companies' customer support processes? Too much, according to a company called Thankful AI tha…
As the business world finally recognizes the value of proper customer service, government agencies are failing to adapt to the service needs of citize…
In an era in which call centers are frequently tasked to accept customer's credit card payments over the phone, there is increased risk for misuse of …
Genesys has developed a new training program for call center agents that focuses on soft skills for a more human, emotionally aware experience.
WFM platform provider Legion announced four new modules to help businesses analyze and automate employee-related tasks.
The call center space has notoriously high turnover rates. Proper onboarding practices can help reduce churn while ensuring new agents are engaged and…
CX platform provider Kare Knowledgeware has been acquired by Dialpad, further enhancing the company's initiative of improving customer experiences.
Customer experiences should no longer be an afterthought for business development, as research has demonstrated the potential value of retaining a loy…
Workforce management improvements are important in the call center. In the municipal setting this importance is even greater. Having efficient, produc…
Cohere, a small company focusing on natural language processing models for artificially intelligent systems, has secured $40 million in investment fun…
While electronic health records (EHR) are mandated in U.S. healthcare settings, the rollout of the technology has been bumpy, often because different …
Managing call center agents isn't the same job it was 20 years ago. Today, agents are more likely to be geographically dispersed (from home or remote …
In a move to continue advancing how organizations deliver customer service, Level AI, a company founded by former Amazon Alexa product leader Ashish N…
Customer experience expert Calabrio has named Gaarder as the first ever Chief Human Resources Officer for the company.
Enterprises and large scale companies that use CRM solutions should consider a number of simple integrations to boost customer experiences and general…
Conversational service automation provider Uniphore has announced the acquisition of customer experience vendor Jacada for an undisclosed sum.
Amazon Connect, the tech giant's omnichannel cloud contact center, helps companies provide improved customer service across voice, chat, and tasks at …
Businesses are flocking to customer service technology to cut costs and reduce human labor, but proper customer agent training is the best way to get …
San Francisco-based next-gen contact center platform provider LiveVox (News - Alert) powers over 14 billion interactions a year for its customers. Wit…
AWS and Qualtrics are just two of the many tech companies investing in customer sentiment technology for deeper understanding.
Call centers have played a unique role in helping businesses to maintain customer service levels during the global pandemic. While COVID-19 shutdowns …
Today, much of the buzz around customer service methodology includes something called "conversational customer engagement." At its core, it's about me…
Business leaders looking to build stronger relationships with customers should consider putting more focus on the training of call center agents.
While the nation grapples with a shortage of restaurant workers during the ongoing COVID-19 pandemic, another kind of worker is reaching critical shor…
Artificial Intelligence should be a major focus for business leaders looking to prepare their company for the future.
ZOLAR GmbH is a Berlin-based green technology company that provides solar modules and storage systems. The company offers solar panels and cables, inv…
Five9's latest enhancements make it easier for businesses to take advantage of AI-powered virtual assistants.
This week Semafone unveiled SecureWeb+ to deliver outsourced contact centers, merchants and in-house customer support simple, secure payments on third…
ActivTrak has released a new coaching solution to help business leaders accurately assess employee performance from virtually any location.
Companies once spent a lot of time pursuing what they believed to be effective customer service. The phrase "customer service," however, recalls a pie…
Recent advancements in artificial intelligence have been a major focus in the global economy, as business leaders put more focus on robotics and autom…
Contact centers learned a lot of lessons during the pandemic. For starters, they learned that business can shift in an instant. During quarantine, man…
As businesses constantly seek to traverse the challenging landscape while increasing their efficiency, saving valuable resources such as time and mone…
Avaya and RingCentral have unveiled new features for the Avaya Cloud Office by RingCentral® Unified Communications as a Service (UCaaS) solution to he…
Cloud contact center and video meeting solutions provider Lifesize, Inc. recently announced updates to its flagship cloud contact center and collabora…
Social media customer service has become an increasingly important channel for businesses to focus on. Today's customers not only want instant access …
DCM will be partnering with Canada's top financial institutions to deliver communications solutions for improving customer experiences.
Though digitization and internet technologies have brought humans closer to machines, the need to bridge the communication barrier between them will s…
The proliferation of mobile devices and advanced installation of networks has increased mobile app users across the globe. Cabify, a mobility company …
In an effort to dramatically reduce call times and speed up customer interactions, Zappix has created "Agent Assist" to automate standard customer inq…
Last week, Dublin, Ireland-based Scorebuddy announced that it has acquired CxMoments, a fully integrated text analytics solution that uses artificial …
Aceyus has revealed the company's VUE Cloud platform is now available for purchase in the AWS marketplace.
Talkdesk announced the findings of its latest report, The Future of AI in the Contact Center, which covers the increasing importance of artificial int…
Workwave has announced the acquisition of Slingshot, providing customers with new resources to improve customer service quality and business operation…
Customer experience management is a concept many companies struggle with today. While they know what the framework should look like, putting it into p…
Over the last year, the shift to remote work and online services has changed the landscape drastically for all. On the business side, contact centers …
Solutions by cloud contact center provider Five9 reportedly helped TruConnect lower call times and operating costs in only 3 months.
AvalonBay has sought the services of PCI Pal to bring added security and call center features to the company's nationwide workforce.
Denim company Levi Strauss & Co. is using Google Business Messages to enhance its customer experience and engagement strategy. The company partnered w…
As the nation begins to re-open and adjust to post pandemic realities, business leaders are realizing that many of the digital technologies implemente…
Talkdesk and Microsoft will be continuing their strategic partnership to offer customers and call center agents more personalized experiences.
Workforce management solutions play an important role in the day to day operations of a call center. They also help to support the long term goals of …
If call centers are considered the drivers of customer relationships in the twenty-first century, then workforce management technology is the engine. …
In Maryland, digital transformation company DMI teamed with other tech providers - including Atento and NTT Data - to help power it's COVID-19 contact…
Portuguese food retailer Sonae MC will be utilizing Talkdesk CX cloud to improve customer experience and modernize business operations.
David's Bridal will now offer round the clock customer support using automated chatbots to improve customer experiences.
The MLB has earned two Stevie Awards thanks in part to its relationship with customer solution provider Alorica.
Hotel workers working remotely may be putting the industry at risk, due to minimal oversight and lack of technical security.
LiveVox's latest contact center platform update provides agents with unified channels to improve overall customer experience.
Hapag-LLoyd has teamed with SITA to improve customer service and remote communications for contact center agents.
Comm100 has announced it is now successfully integrated within Cisco Contact Center Solutions.
New research reveals that dependence on automated call centers can cause negative customer perceptions of businesses.
A survey created by Uniphore points out that customers are increasingly dissatisfied with call center delays brought on by the pandemic.
AI provider Aisera has announced a new solution to provide intelligent automation for customer support.
Shiftsmart recently announced some personnel changes: two appointments, one addition, and several promotions to its executive leadership team.
In a move to provide better solutions and assist PSAPs in meeting the NENA Continuity of Operations Plan, systems integrator Tyto Athene recently anno…
New AI software by Observe AI allows employee performance to be evaluated and analyzed for improving metrics.
The Navy announced a call center to provide customer service support to sailors inquiring about COVID-related information..
Odigo is partnering with Google Cloud Contact center to bring conversational AI capabilities to its customer service platform.
Zerorez Atlanta, a carpet cleaning company based in Norcross, Georgia, offers a good case study for remote workforce management. With its previous clo…
SupportLogic recently added new A.I. features to its customer service platform to help agents train in real time.
Little Rock, Arkansas-based managed communications service provider Windstream Enterprise (WE recently announced that it has expanded its customer exp…
NCR looks to further develop its digital banking platform through the recent purchase of Terafina.
Lingo has utilized its own contact center solution to assist with heavy call volume during the pandemic.
When much of the nation retreated into their homes in March of 2020 to try and flatten the curve of COVID-19 infections, businesses hurried to transit…
As a part of Zendesk's new suite package, users will be able to utilize advanced messaging services for a more personal customer engagement.
Medallia, a provider of engagement management and experience solutions, recently announced it was rolling out new product enhancements and other integ…
Verint and 8x8 announced a partnership introducing the integration of cloud workforce management and cloud contact center applications with a leading …
To help deliver a better experience for its users, life sciences system integrator, Nextrove chose AMC Technology as a build partner so they could har…
The Center for Excellence in Higher Education (CEHE) uses Empirix solutions to help analyze the performance of Five9's cloud contact center.
What is a "patient engagement virtual assistant platform"? It's a way to use artificial intelligence (AI) to take an increasingly complex patient jour…