Call center agents must be engaged and motivated on the job to successfully engage customers. Call center managers can boost engagement by fostering a…

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 …

In regard to delivering quality customer care, nothing is more important than consistent quality and always-on communications. When ORGANO - a growing…

NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…

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…

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…

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…

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…

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…

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…

Employee engagement is critical for all businesses, but it's particularly important for companies with high turnover. The call center industry, which …

A recent study from ZipRecuriter found that workplace diversity is very important to today's job seekers' when looking for employment. The first annua…

Frost & Sullivan honored Noble Systems with a 2019 Market Share Leadership Award for the North American Outbound Dialing Systems market. This marks th…

Contact center solutions provider Serenova has acquired the technology and hired the team behind the ProScheduler platform from Swedish company Loxyso…

Verint Systems has upgraded its Workforce Management (WFM) solution with AI-infused automation and mobility to streamline the forecasting and scheduli…

The global workforce is increasingly comprised of millennials and Gen Z workers, making mobility and mobile workforce management a necessity.

Avaya announced that its Avaya IX Contact Center solutions with Google Cloud Contact Center enhancements are now available for global customers.

The growing call center industry in Tijuana Mexico is an attractive option for companies throughout the world looking to save money on outsourcing wit…

Workforce Insight has announced the acquisition of Presence of IT Workforce Management North America, LLC. The merger will allow Workforce Insight to …

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 …

This week, NovelVox unveiled an enhanced version of Cisco Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache…

NICE inContact announced improvements to the CXone Agent for Salesforce, empowering omnichannel experiences. The CXone is able to provide a unified in…

Noble Systems announced Nobel Gamification 2.0, an omnichannel contact center solution that is building on its award-winning ways.

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 …

Cybersecurity firm Symantec Corporation has a new employee: an artificial intelligence called "Sami." It should help users of company's security produ…

Danish firm Duka announced the selection U-WFM's Workforce Management in the Cloud offering for its Hinnerup, Denmark contact center.

Intradiem and Aspect Software announced a co-marketing partnership that brings together robust WFO and real time automation for enterprise contact cen…

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…

For many companies, outsourcing contact center services such as customer support to a foreign country makes sense. It saves on labor and allows compan…

Recently, Vonage unveiled the 2019 Vonage IVR survey, illustrating some highly interesting results. Your IVR may be a big reason you keep losing custo…

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.…

Nuance announced the Nuance Intelligent Engagement Platform is making the addition of Intelligent Engagement services as well back end integrations to…

Upstream Works Software Partners announced a new partnership with Aceyus, the two aim to merge actionable data with customer experience management to …

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…

While we know many technology and solutions providers are building machine learning and artificial intelligence (AI) into their solutions, apps and pl…

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…

Cloud contact center software provider NICE inContact delivers a cloud customer experience platform that makes better one-on-one experiences possible …

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…

Today, artificial intelligence (AI) helps us shop, navigate our computers, operate our in-car infotainment systems and more. It's increasingly showing…

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…

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…

Verint Systems has been honored for Workforce Optimization Solution of the Year, and received an honorable mention for Omnichannel Solution for the Ye…

Salesforce announced a definitive agreement to purchase field service management provider ClickSoftware. Joining a robust platform, ClickSoftware will…

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…

Automated and AI-based coaching technologies are being integrated into workforce management and contact center solutions to help agents improve their …

As companies strive to do more with less workforce, workforce management becomes a critical element of operations. Workforce management, deployed prop…

A new report from DMG consulting - 2019/2020 Intelligent Virtual Agent Product and Market Report - put Verint front and center. The VoC solution provi…

AI and virtual assistant technologies stand to transform the entire customer service industry, improving the speed and quality of customer service whi…

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…

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…

Verint, also self-proclaimed "The Customer Engagement Company", had the latter confirmed in not one, or two but three customer service evaluations boa…

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…

In the contact center, speech analytics are invaluable. For firms not embracing this future-forward approach the ignorance is certainly not bliss. Let…

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…

This week, Verint was the only vendor to be recognized in two 2019 Gartner Magic Quadrants. Specifically, the customer engagement company earned accol…

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…

The Hertfordshire County Council recently announced the selection of Verint's government and public sector portfolio, making the management of governm…

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…

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…

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 …

As older workforce retires and makes way for younger Millennials and Gen Y, even the style in which workforces are being managed is shifting. All of t…

Most businesses collect and store huge amounts of data as a routine course of action. But often that data sits unanalyzed. A proper WFM solution can p…

Club Med's use of spreadsheets to schedule its contact center agents and forecast customer service demand levels was outdated and unreliable. The comp…

Today's workplace is more diverse than ever before. As Baby Boomers transition out of their roles and Gen Y enters, the age range of workers is expans…

Call centers have become a key focus for businesses when it comes to growth and brand loyalty. Once viewed simply as "cost centers," or a place to man…

In the contact center, managers spend a great deal of time preventing turnover. Customer turnover, since it costs far more to acquire a new customer t…

Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …

Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…

The contact center is littered with obstacles. Well, allow me to clarify. Without the proper solutions in place the contact center is littered with ob…

AI is often viewed as a threat to human jobs, particularly in the call center. But given its limitations, expense and the fact that callers prefer to …

Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…

Providing great customer support is expensive and time-consuming. Many organizations are tempted to cut corners, particularly when their customer chur…

Burnout is not something to take lightly. From time to time we all need to take a "mental health day" or employ practices to combat the drain from out…

The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…

Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…

Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…

Advanced data analytics capabilities built into a modern workforce management solution could identify, for example, that a particular type of call is …

The contact center is a difficult place to work. It's a high-pressure environment, it's noisy, it's busy and sometimes tempers get short. Customers ca…

Once upon a time, "workforce management" was as simple as a time clock, and a lot of manual tabulation by a manager. While keeping track of the hours …

Contact center managers need to effectively communicate the scope, goals and demands of performance management programs to their agents and staff memb…

With previous generations of contact center solutions, interpreting the data they generated generally took an analyst or other dedicated full-time per…

The future of Intelligent Virtual Assistants (IVAs) is unfolding and holds tremendous promise. But, the path to progress has not been without pitfalls…

Here are 3 things call centers should focus on now to start improving how they're listening and reacting to customers to drive quality scores.

Workforce management (WFM) is a collective term for all the processes that a contact center undertakes to ensure it has the right number of representa…

In the contact center, recruiting and hiring tend to take the lion's share of time and attention. It's easy to forget, therefore, about the importance…

As contact centers are continually under pressure to improve the customer experience while keeping costs under control, one of the best ways to do so …

A more holistic, organization-wide approach to data mining an analytics can offset privacy concerns and better benefit companies.

Your customers don't particularly like talking to you on the phone. Don't take it personally. Don't get us wrong. They may like you, and like your com…

Workforce management software is a strong way to drive performance in the contact center. In customer service, there's no time to rest on laurels, as …

If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact ce…

At its core, workforce management is about forecasting. It's about predicting the volume of customer contacts (calls, emails, etc.), using those predi…

Workforce management is for huge companies…right? In small contact centers or support centers, the hairy eyeball of the supervisor should be enough to…

Establishing communications links between software tools, as well as humans, can help prevent dangerous "team silos" from gaining a foothold in your o…

Teach your sales and marketing departments to work together, and you'll have more success.

Most of us love emojis. Those little digital icons that convey love, happiness, anger, sadness, encouragement or revulsion have become integral to our…

The Workforce Institute at Kronos in its 2019 predictions notes that artificial intelligence and machine learning are among the key trends impacting w…

Contact centers are becoming more sophisticated in their ability to analyze and act on customer behavior. Speech analytics and workforce optimization …

Advanced WFM software can create great new efficiencies that lower costs, free people from repetitive work, allow them to focus on more important thin…

AI is changing how work is done in customer service and contact centers. For example, AI can streamline and improve scheduling in such environments.

This piece discusses the important role of coaching in professional and organizational growth and success.