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Workforce Management Featured Articles

    Workforce Management
    Headsets.com Meets Ambitious Customer Support Goal with the Help of Vonage
    The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting.
    5/13/2022

    Workforce Management
    Google Says No More to Call Recording Apps
    In a move that further proves its intent to focus on privacy of users, Google has announced it will no longer allow apps in the Google Play Store to r…
    4/29/2022

    Workforce Management
    AI's Role in Call Center Training
    Artificial Intelligence (AI) is a technology that's seen rapid growth even just over the last decade. The ability for machines to understand and solve…
    4/28/2022

    Workforce Management
    Observe.AI Funding Round Expected to Advance AI-Driven Call Center Technology
    This combination of AI intelligence and human workforce skills can lead to unprecedented business results in the contact center, and Observe.AI is tak…
    4/22/2022

    Workforce Management
    TII Intros Arabic NLP Model NOOR
    Technology Innovation Institute (TII), a research pillar of Abu Dhabi's Advanced Technology Research Council, said it has created the largest Arabic n…
    4/20/2022

    Workforce Management
    Salesforce Addresses Demands of Digital Customers with Slew of New Services
    This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…
    4/8/2022

    Workforce Management
    Playvox to Debut Capacity Planner Module of Workforce Engagement Management Solution
    Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…
    4/4/2022

    Workforce Management
    Thai Government Agency to Adopt AI
    Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …
    4/1/2022

    Workforce Management
    Semafone Partners with Talkdesk for PCI Data Security
    Semafone, a provider of PCI DSS compliance solutions for payment and PCI data security for call and contact centers, recently announced a reseller par…
    3/31/2022

    Workforce Management
    NICE Actimize Introduces SaaS Risk Analysis Solution for Financial Services
    To help financial companies gain a better "big picture" view of their risk, NICE Actimize, a subsidiary of NICE, recently announced the launch of its …
    3/24/2022

    Workforce Management
    Dialpad Includes New Enhancements to AI Contact Center
    Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.
    3/22/2022

    Workforce Management
    IRS Leans on Chatbots to Improve Citizen Experience
    Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…
    3/16/2022

    Workforce Management
    TouchPoint One Brings Basketball to Contact Center Performance Challenge
    TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.
    3/15/2022

    Workforce Management
    Verint Scores High In Customer Satisfaction
    Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC's 2021/2022 Workforce Optimization/Workforce Eng…
    3/11/2022

    Workforce Management
    Technology Helps Solve Call Center Staffing Crises
    Call centers are under considerable pressure today. As both the number of contacts and the channels through which customers reach out escalate, there …
    3/10/2022

    Workforce Management
    Level AI Generates $20 Million in Series B Funding
    AI-based customer service solution developer Level AI secured $20 million in funding after completing its Series B investment round. Investors include…
    3/4/2022

    Workforce Management
    Call Center Troubles Plague the U.S. Park Police Dispatch Center
    A U.S. Park Police organization in southeast Washington was recently investigated by Interior Department after reports of call center operations takin…
    3/4/2022

    Workforce Management
    Consumers Prefer Chatbots Over Web Browsing
    If you're a fan of the legendary singer Meatloaf, you know two out of three ain't bad. But when it comes to consumer opinions, those numbers are worth…
    2/28/2022

    Workforce Management
    AXA UK Is Staying with Content Guru to Expand Customer Experience Capabilities
    For the last six years, Content Guru has been working with one of the UK's largest insurance companies, AXA UK to help innovate the way it delivers cu…
    2/25/2022

    Workforce Management
    Rio Grande Governments Council Chooses Carbyne for Cloud 911 Contact Center
    Cloud-native contact center solution developer Carbyne announced a new partnership with the Rio Grande Council of Governments(RGCOG) in Texas, in orde…
    2/25/2022

    Workforce Management
    AnswerNet Closes Quality Contact Solutions Acquisition
    Pennsylvania-based call center services company AnswerNet closed its acquisition of Quality Contact Center Solutions (QCS) and its subsidiary, QCS At …
    2/25/2022

    Workforce Management
    Genesys and Thrive Partner To Support Call Center Agent Wellbeing
    Cloud customer experience company Genesys recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huf…
    2/23/2022

    Workforce Management
    CarahSoft, Cyara to Offer Public Sector CX Solutions
    Cyara announced a new strategic partnership with government IT solutions provider, Carahsoft. Carahsoft will now be the Master Government Aggregator o…
    2/18/2022

    Workforce Management
    OutPLEX and Comm100 Partner for AI-Driven Digital Customer CX
    Today, customer support is highly digital, with consumers demanding secure, compliant service across multiple channels to provide an excellent custome…
    2/16/2022

    Workforce Management
    BraynCX Aims to Assist Labor Shortages Through Digital Tech
    BraynCX leaders recognize contact center labor shortages will likely be a concern for the foreseeable future, they hope to launch the first ever autom…
    2/10/2022

    Workforce Management
    Calabrio Announces Add-on Module for Agent Coaching
    To help address the more personalized training needs of agents, Calabrio has announced the introduction of its new coaching solution for agent perform…
    2/9/2022

    Workforce Management
    Talkmap Secures $8 Million In Series A Funding
    According to a recent article by VentureBeat, conversation analysis platform developer Talkmap recently revealed it secured $8 million in new funding …
    2/4/2022

    Workforce Management
    Iowa Health Care Call Center Shuffles Workforce to Handle Influx of COVID Calls
    Faced with a record number of patient calls during the COVID omicron surge, the UI Health Care Patient Access Center has called in employees from othe…
    2/3/2022

    Workforce Management
    Atlassian Acquires Percept.AI
    Atlassian, a major software development company based in Australia, recently announced the acquisition of US artificial intelligence company, Percept …
    2/2/2022

    Workforce Management
    Haptik to Provide Multilingual AI Chatbot to RedDoorz Hotel Booking Platform
    More than almost any other industry, the hospitality industry has a need to not only be highly digital, but also exceptionally multilingual. Hotels ar…
    1/26/2022

    Workforce Management
    BTRC Turns to Genex Infosys to Transform Customer Support
    Many companies spent the last two years attempting to move beyond outdated technical infrastructure. With digital activity and remote access being cor…
    1/25/2022

    Workforce Management
    Consider Attended Bots to Help Improve Workflow and Customer Retention
    If you could improve one metric in your contact center, it would make sense to focus your energy on customer retention. Acquiring new customers is exp…
    1/20/2022

    Workforce Management
    Report Offers Advice for Improving Experiences for Federal Services
    Appreciation for proper customer service has finally gained traction in the business world. After decades of disregarding and ignoring customer sentim…
    1/18/2022

    Workforce Management
    CentrePal Establishing First Azure Data Center in the UK
    Microsoft Teams is used by companies across the globe to unify chat, voice, video and file sharing for in-house, virtual and remote teams. The collabo…
    1/14/2022

    Workforce Management
    Harnessing Customer Feedback for Workforce Improvement
    Most companies understand the importance of a positive customer experience. It brings more business, return customers, word-of-mouth referrals and exp…
    1/12/2022

    Workforce Management
    Better Customer Support Starts With Training
    Businesses are fighting harder than ever to win over customers, and any issues regarding customer experiences can cause serious issues for brand loyal…
    1/7/2022

    Workforce Management
    Ontario Government Passes "Disconnecting from Work" Legislation to Protect Employees
    The government of Ontario, Canada has passed legislation to help teleworking employees disconnect from their work responsibilities after work hours.
    12/29/2021

    Workforce Management
    Zurich Buys AlphaChat to Boost Conversational AI Capabilities
    To further improve its customer service automation and digital capabilities, Zurich Insurance Group (Zurich) has announced it will acquire AlphaChat.
    12/28/2021

    Workforce Management
    Medallia Shows Appreciation for Contact Center Agents with Rewards Integration
    Medallia, a leader in customer and employee experience solutions, recently announced a new Snappy Gifts integration to reward contact center agents.
    12/23/2021

    Workforce Management
    McLaren Racing Partners with Immersive Labs, Accelerating Cyber Risk Protections
    Formula 1 racing is a top motorsport and one of the fastest track runs in the world. In addition to being a dream for any racer, it's also one of the …
    12/20/2021

    Workforce Management
    AToss Turns to Persistent for CRM Transformation
    Workforce management software provider Atoss recently partnered with Persistent Systems to introduce new customer relationship management integrations…
    12/16/2021

    Workforce Management
    Retailer Rules for Meeting Customer Service Challenges this Holiday Shopping Season
    Retailers are under enormous pressure to meet customer service demands during the busy holiday shopping season. By following a few basic rules, busine…
    12/16/2021

    Workforce Management
    Visier and UKG Join Forces For Employee Management Integration
    People analytics solution provider Visier recently announced a strategic partnership with Ultimate Kronos Group (UKG). As part of this new relationshi…
    12/8/2021

    Workforce Management
    Five9 Upgrades Workforce Solutions With Synthesized Human Speech
    Five9 recently unveiled Virtual Voiceover, a new solution designed to offer customers human-like voice capabilities for automated contact center progr…
    12/7/2021

    Workforce Management
    Lingo Completes Third Phase of Customer Integration with ICE Back-Office Platform
    Lingo Communications recently announced enhancements to its ICE back-office platform, a fully integrated billing, network management, workforce manage…
    12/7/2021

    Workforce Management
    AI and NLP Being Used to Improve Healthcare Customer Service
    The healthcare industry suffers in the customer care department, with a large number of callers hanging up out of frustration. AI and NLP are increasi…
    12/3/2021

    Workforce Management
    Madison, Wisconsin to Expand Alternative Community Emergency Services
    Municipal call centers are frequently being utilized to offer mental health care in emergency situations. Some regions are putting together Mental Hea…
    12/2/2021

    Workforce Management
    Survey Finds Contact Center Agents Need Resources to Avoid Burnout
    New research from Lucidworks finds contact center agents would like more mental health resources to maintain positive work performance.
    11/24/2021

    Workforce Management
    NICE Partners with First Orion for Branded Calling and Call Authentication
    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…
    11/23/2021

    Workforce Management
    Amica Insurance Partners with Hi Marley for SMS Support
    Rhode Island insurance agency Amica selected SMS platform provider, Hi Marley, to provide customers with texting capabilities for policy inquiries.
    11/22/2021

    Workforce Management
    Genesys to Make Debut On Google Cloud
    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 …
    11/19/2021

    Workforce Management
    AudioCodes Announces Acquisition of Callverso
    AudioCodes officially acquired Israeli AI-based contact center solution developer, Callverso.
    11/15/2021

    Workforce Management
    U.S. Contact Centers Focus on Cloud Technologies, Remote Work After COVID-19
    A new report by Information Services Group, "The 2021 ISG Provider Lens Contact Center - Customer Experience Services" looks more closely at the ways …
    11/12/2021

    Workforce Management
    Vonage Research Discovers Significant Rise in Digital Engagement
    New research from Vonage finds consumers are openly embracing a wide range of digital communications channels to stay in touch with businesses.
    11/11/2021

    Workforce Management
    Santa Fe 911 Dispatch Center Hires New Director to Overhaul Operations
    The Santa Fe Regional Emergency Communications Center hired Director Bernard Brown to increase the number of emergency responders in the region.
    11/9/2021

    Workforce Management
    eGain Intros eGain Knowledge Hub for Genesys
    eGain Knowledge Hub for Genesys provides agents with proactive knowledge and AI conversational guidance which means they can more easily respond to cu…
    11/5/2021

    Workforce Management
    OnviSource Announces Voicegain Speech Recognition Integration
    OnviSource and Voicegain have formed a strategic partnership to enable business users to convert contact center interactions into text for experience …
    11/4/2021

    Workforce Management
    Durham Reports Quicker Response Times for 911 Calls, But Falls Short of Expectations
    The emergency call center in Durham, North Carolina recently made efforts to improve emergency call response times after losing a significant number o…
    11/2/2021

    Workforce Management
    ISG Report Finds Contact Centers Accelerating Adoption of New Tech
    ISG has announced the release of its 2021 Provider Lens Contact Center - Customer Experience Services Global report, uncovering how contact centers ha…
    10/29/2021

    Workforce Management
    LiveVox Introduces New Workforce Management Mobile App
    In today's challenging environment, particularly with the rise in remote work due to the pandemic, running a contact center efficiently while keeping …
    10/27/2021

    Workforce Management
    Sharpen Secures Top Spot on IBJ's Fastest Growing Business List
    Sharpen Technologies was selected by Indiana Business Journal as the fastest growing private company in Central Indiana, according to IBJ's annual Fas…
    10/20/2021

    Workforce Management
    Verint Celebrates Leader Status
    Verint has been recognized by CRM Magazine as an industry leader in workforce optimization, as well as in contact center analytics.
    10/19/2021

    Workforce Management
    Dominos Brings Social Media Customer Support into the Contact Center
    Giant pizza chain Dominos recently took steps to improve the integration between social media and the call center. The company recently announced that…
    10/15/2021

    Workforce Management
    Watson Assistant Uses AI to Drive Better Customer Engagement
    Last month, IBM announced new updates to Watson Assistant, the company's intelligent virtual agent, to help businesses leverage AI and natural languag…
    10/13/2021

    Workforce Management
    All Eyes on Thankful as AI Platform Raises $12M in Series A Funding
    Venice, Calif-based Thankful, an AI customer service platform that takes services to the next level, is quickly gaining attention as it just announced…
    10/8/2021

    Workforce Management
    Radical Inc.Deploys Call-Back Feature For More Than 20 Retail Brands
    Radical Inc. has reportedly found higher levels of abandonment rates and improved customer satisfaction after deploying Fonolo's Voice Call-Back solut…
    10/5/2021

    Workforce Management
    Thankful AI Emerges from Stealth Mode to Solve Customer Problems
    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…
    10/1/2021

    Workforce Management
    Government Agencies Should Strive for Quality Customer Service
    As the business world finally recognizes the value of proper customer service, government agencies are failing to adapt to the service needs of citize…
    9/28/2021

    Workforce Management
    Semafone Files Patent Infringement Suits Over Its DTMF Masking Technology
    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 …
    9/23/2021

    Workforce Management
    BeyondCX By Genesys Offers Call Center Agents Emotional Training
    Genesys has developed a new training program for call center agents that focuses on soft skills for a more human, emotionally aware experience.
    9/23/2021

    Workforce Management
    Legion Introduces Four New Modules to WFM Solution
    WFM platform provider Legion announced four new modules to help businesses analyze and automate employee-related tasks.
    9/21/2021

    Workforce Management
    Proper Onboarding Practices Can Help Reduce Turnover in the Call Center Space
    The call center space has notoriously high turnover rates. Proper onboarding practices can help reduce churn while ensuring new agents are engaged and…
    9/17/2021

    Workforce Management
    Dialpad Announces Acquisition of Kare Knowledgeware
    CX platform provider Kare Knowledgeware has been acquired by Dialpad, further enhancing the company's initiative of improving customer experiences.
    9/17/2021

    Workforce Management
    Shifting Focus to Customer Experiences Can Ensure Long Term Business Success
    Customer experiences should no longer be an afterthought for business development, as research has demonstrated the potential value of retaining a loy…
    9/14/2021

    Workforce Management
    Enigmai to Test New WFM Business Suite in Tel-Aviv
    Workforce management improvements are important in the call center. In the municipal setting this importance is even greater. Having efficient, produc…
    9/10/2021

    Workforce Management
    NLP Startup Cohere Snags $40 Million in Fresh Funding
    Cohere, a small company focusing on natural language processing models for artificially intelligent systems, has secured $40 million in investment fun…
    9/10/2021

    Workforce Management
    RevSpring's Outbound IVR Solution Now Available with Epic EHR Solution
    While electronic health records (EHR) are mandated in U.S. healthcare settings, the rollout of the technology has been bumpy, often because different …
    9/9/2021

    Workforce Management
    TCN Releases Online Guide for Managing Call Center Agents
    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 …
    9/2/2021

    Workforce Management
    Level AI Launches to Transform Customer Interactions
    In a move to continue advancing how organizations deliver customer service, Level AI, a company founded by former Amazon Alexa product leader Ashish N…
    9/2/2021

    Workforce Management
    Kristin Gaarder Joins Calabrio as Chief Human Resources Officer
    Customer experience expert Calabrio has named Gaarder as the first ever Chief Human Resources Officer for the company.
    8/26/2021

    Workforce Management
    Utilizing CRM Integrations to Form Stronger Customer Relationships
    Enterprises and large scale companies that use CRM solutions should consider a number of simple integrations to boost customer experiences and general…
    8/24/2021

    Workforce Management
    Uniphore Buys Jacada
    Conversational service automation provider Uniphore has announced the acquisition of customer experience vendor Jacada for an undisclosed sum.
    8/20/2021

    Workforce Management
    Australian Telecom Company Migrates to Amazon Connect Contact Center
    Amazon Connect, the tech giant's omnichannel cloud contact center, helps companies provide improved customer service across voice, chat, and tasks at …
    8/18/2021

    Workforce Management
    Keeping Classic Business Ideas in Focus for Top-Tier Customer Service Training
    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 …
    8/18/2021

    Workforce Management
    LiveVox Study Finds 229% ROI Using Its Contact Center Solutions
    San Francisco-based next-gen contact center platform provider LiveVox (News - Alert) powers over 14 billion interactions a year for its customers. Wit…
    8/13/2021

    Workforce Management
    Leading Tech Companies Put Customer Sentiment in Spotlight
    AWS and Qualtrics are just two of the many tech companies investing in customer sentiment technology for deeper understanding.
    8/10/2021

    Workforce Management
    CenturionCARES Releases Contact Center Software v14.5
    Call centers have played a unique role in helping businesses to maintain customer service levels during the global pandemic. While COVID-19 shutdowns …
    8/5/2021

    Workforce Management
    Conversational Customer Engagement Platform Dixa Announces $105 Million Funding Round
    Today, much of the buzz around customer service methodology includes something called "conversational customer engagement." At its core, it's about me…
    8/4/2021

    Workforce Management
    The Underrated Benefits of A Fine-Tuned Call Center
    Business leaders looking to build stronger relationships with customers should consider putting more focus on the training of call center agents.
    7/30/2021

    Workforce Management
    Nation's 911 Call Centers Struggle to Maintain Appropriate Staffing Levels
    While the nation grapples with a shortage of restaurant workers during the ongoing COVID-19 pandemic, another kind of worker is reaching critical shor…
    7/29/2021

    Workforce Management
    Reinforcing The Value of AI-Based Contact Centers In The Post-Pandemic Economy
    Artificial Intelligence should be a major focus for business leaders looking to prepare their company for the future.
    7/20/2021

    Workforce Management
    German Solar Systems Company Chooses Talkdesk as Contact Center Provider
    ZOLAR GmbH is a Berlin-based green technology company that provides solar modules and storage systems. The company offers solar panels and cables, inv…
    7/20/2021

    Workforce Management
    New Five9 Inference Studio Simplifies Virtual Agent Deployments
    Five9's latest enhancements make it easier for businesses to take advantage of AI-powered virtual assistants.
    7/19/2021

    Workforce Management
    Semafone Delivers PCI DSS Compliance
    This week Semafone unveiled SecureWeb+ to deliver outsourced contact centers, merchants and in-house customer support simple, secure payments on third…
    7/16/2021

    Workforce Management
    ActivTrak Coach Aims to Manage Productivity from Anywhere
    ActivTrak has released a new coaching solution to help business leaders accurately assess employee performance from virtually any location.
    7/13/2021

    Workforce Management
    75 Percent of European Contact Center Executives Don't Understand AI
    Companies once spent a lot of time pursuing what they believed to be effective customer service. The phrase "customer service," however, recalls a pie…
    7/8/2021

    Workforce Management
    NICE Outlines Framework for Ethical AI Deployments
    Recent advancements in artificial intelligence have been a major focus in the global economy, as business leaders put more focus on robotics and autom…
    7/7/2021

    Workforce Management
    Contact Centers Should Aim to Become Experience Centers
    Contact centers learned a lot of lessons during the pandemic. For starters, they learned that business can shift in an instant. During quarantine, man…
    7/2/2021

    Workforce Management
    A Vision for Productivity Gains through Document Automation
    As businesses constantly seek to traverse the challenging landscape while increasing their efficiency, saving valuable resources such as time and mone…
    6/25/2021

    Workforce Management
    Avaya Cloud Office Puts Hybrid Work In The Spotlight
    Avaya and RingCentral have unveiled new features for the Avaya Cloud Office by RingCentral® Unified Communications as a Service (UCaaS) solution to he…
    6/21/2021

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