Workforce Management Featured Articles

Helpshift recently announced the results of a new survey that found that many brands are missing the mark on in-app customer service.
8/5/2022

Observe.AI announced it has expanded its compliance certifications to include SOC 2 Type II and PCI DSS Level 1.
8/1/2022

Customer support platform BirchAI joined Verint to provide an after-call work solution that automates documentation and call classification.
7/27/2022

A study recently commissioned by Redpoint Global found that a majority of customers regularly receive mistargeted information from brands attempting t…
7/25/2022

Sorted recently commissioned research that found that 44 percent of retail leaders say they don't have enough staff to support the upcoming peak seaso…
7/21/2022

Laivly launched an AI platform that turns real-time intelligence into real-time action so contact centers can increase productivity.
7/21/2022

Verint, a customer engagement company, was recognized in Ventana Research's Agent Management Value Index 2022.
7/13/2022

NiSource Inc. announced the launch of chatbots and live chat technologies by its operating companies.
7/11/2022

Increasingly, call centers are using marketing-based technology to broaden their reach and better target their prospects and customers with purchasing…
7/8/2022

In today's digital world, a reception is still an important asset, but can be located anywhere in the world, and the role can be filled by any call ce…
7/6/2022

Call center software applications provider TASKE Technology, Inc. announced that its TASKE Contact version 2021 is compliant with key Avaya OneCloud s…
6/29/2022

Channelless digital customer service takes the concept of omnichannel customer experience to the next level.
6/29/2022

Verint recently names its partner award winners at its Engage 2022 conference in Orlando.
6/20/2022

The Interactive Voice Response (IVR) market size was valued at $4.1 billion in 2021 and is projected to reach $6.6 billion by 2030, growing at a compo…
6/16/2022

Consumers say they want more self-service options, yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to …
6/6/2022

Sprinklr has made its unified customer experience management platform, Unified-CXM, available in the Google Cloud Marketplace. The platform uses AI to…
6/2/2022

Verint announced a strategic partnership and technology integration with Intelligent Voice Limited that will enable financial and trading organization…
5/31/2022

Verint recognized its EMEA partners for their achievements in supporting Verint solutions and helping customers succeed.
5/26/2022

Cordial collected data from consumers and revealed the changes in customer engagement expectations in "The New Era of Customer Engagement" report.
5/25/2022

The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting.
5/13/2022

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

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

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

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

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 solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…
4/4/2022

Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …
4/1/2022

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

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

Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.
3/22/2022

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

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

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

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

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

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

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

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

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

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

Cloud customer experience company Genesys recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huf…
2/23/2022

Cyara announced a new strategic partnership with government IT solutions provider, Carahsoft. Carahsoft will now be the Master Government Aggregator o…
2/18/2022

Today, customer support is highly digital, with consumers demanding secure, compliant service across multiple channels to provide an excellent custome…
2/16/2022

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

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
According to a recent article by VentureBeat, conversation analysis platform developer Talkmap recently revealed it secured $8 million in new funding …
2/4/2022

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

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

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

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

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

Appreciation for proper customer service has finally gained traction in the business world. After decades of disregarding and ignoring customer sentim…
1/18/2022

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

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

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

The government of Ontario, Canada has passed legislation to help teleworking employees disconnect from their work responsibilities after work hours.
12/29/2021

To further improve its customer service automation and digital capabilities, Zurich Insurance Group (Zurich) has announced it will acquire AlphaChat.
12/28/2021

Medallia, a leader in customer and employee experience solutions, recently announced a new Snappy Gifts integration to reward contact center agents.
12/23/2021

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 software provider Atoss recently partnered with Persistent Systems to introduce new customer relationship management integrations…
12/16/2021

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

People analytics solution provider Visier recently announced a strategic partnership with Ultimate Kronos Group (UKG). As part of this new relationshi…
12/8/2021

Five9 recently unveiled Virtual Voiceover, a new solution designed to offer customers human-like voice capabilities for automated contact center progr…
12/7/2021

Lingo Communications recently announced enhancements to its ICE back-office platform, a fully integrated billing, network management, workforce manage…
12/7/2021

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

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

New research from Lucidworks finds contact center agents would like more mental health resources to maintain positive work performance.
11/24/2021

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

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

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

AudioCodes officially acquired Israeli AI-based contact center solution developer, Callverso.
11/15/2021

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

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

The Santa Fe Regional Emergency Communications Center hired Director Bernard Brown to increase the number of emergency responders in the region.
11/9/2021

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

WFM platform provider Legion announced four new modules to help businesses analyze and automate employee-related tasks.
9/21/2021

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

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

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 improvements are important in the call center. In the municipal setting this importance is even greater. Having efficient, produc…
9/10/2021

Cohere, a small company focusing on natural language processing models for artificially intelligent systems, has secured $40 million in investment fun…
9/10/2021

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

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

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

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

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