Workforce Management Featured Articles
The Center for Excellence in Higher Education (CEHE) uses Empirix solutions to help analyze the performance of Five9's cloud contact center.
1/21/2021
What is a "patient engagement virtual assistant platform"? It's a way to use artificial intelligence (AI) to take an increasingly complex patient jour…
1/13/2021
Messaging platforms are becoming the de facto form of communication for many individuals and organizations. As they evolve this year, we can expect to…
1/8/2021
Due to the overwhelming demand in the healthcare industry, hospitals are using artificial intelligence and automation to help manage the massive influ…
1/5/2021
The customer experience has new challenges due to the pandemic, and technology is is stepping in to deliver a more personalized experience to bring of…
12/30/2020
The acquisition deal combines two string players in the sales enablement space bringing together a more complete solution for sellers to engage buyers…
12/30/2020
Once upon a time, companies needing more call center agents engaged outsourced teleservices providers (sometimes called business process outsourcers, …
12/23/2020
A new survey from Uniphore shows a majority of customers are frustrated with their contact center interactions during the coronavirus pandemic. The su…
12/22/2020
Every few years, a new customer service channel arrives on the scene with claims that this technology will be the main service channel and the future …
12/11/2020
Employee and customer engagement rank high on the list of important tactics for maintaining relationships - especially today, with worldwide shutdowns…
12/10/2020
AWS announced five new capabilities for Amazon Connect aimed at streamlining workflows and enhancing contact center efficiency and results via automat…
12/4/2020
In a move focused on bringing more productivity and efficiency to workplaces, ServiceNow has announced it will acquire Element AI. The artificial inte…
12/2/2020
Better collaboration and workforce productivity have long been a challenge for call center managers. Now with remote workforces taking over, workplace…
11/25/2020
Verint announced that Newsela is leveraging the Community solution to reach teachers and educators across the country, and empower them with access to…
11/20/2020
Bond, a company offering a Personal Security-as-a-Service platform and team of trained Personal Security Agents are focused on delivering a solution f…
11/18/2020
Many companies today are looking to transform their customer communications to a "digital-first" model for customers who are happy to trade phone call…
11/16/2020
The week, NICE inContact revealed the results of the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, and businesses are investi…
11/6/2020
In the banking and financial services sector, there is a seemingly endless list of rules and regulations that govern customer contact. Since these ins…
11/5/2020
As Avaya moves to simplify communications and collaboration, it announced a deeper partnership with Verint, integrating Verint Knowledge Management wi…
10/30/2020
To improve management and optimize its contact center operations, outsourcing specialist Inspiro has announced a partnership with WorkGenda.
10/29/2020
European pioneer in AI-powered voice agents, and Talkdesk, a cloud contact center provider for enterprises, have partnered up to offer businesses acce…
10/22/2020
Concentrix has announced a new product, its Concentrix Experience Platform (XP), a platform for next generation customer experience management. The go…
10/20/2020
This week, Balto, a provider of Al-powered real-time guidance for contact centers, announced the close of its Series A round of funding, with investme…
10/16/2020
Improving customer engagement capabilities has been a critical focus for businesses, especially during COVID-19, with spikes in calls to contact cente…
10/14/2020
Ever wonder why the volume of automated outbound calls (a/k/a "robocalls") has escalated so fiercely in recent years? One reason is that the technolog…
10/7/2020
Cresta announced the Cresta AI platform integration with Amazon Connect. Amazon Connect users can now access personalized real time coaching via the A…
10/6/2020
To keep self-service experiences frictionless, Zappix has partnered with Hinduja Global Solutions (HGS) to provide intelligent virtual assistant and p…
9/29/2020
For contact center supervisors, the shift to remote work changed the dynamic of the job. In the WFH COVID era, supervisors must orchestrate an atomize…
9/25/2020
The state of Hawaii is launching a new call center to deal with an unprecedented number of unemployment calls and claims during the COVID-19 pandemic.…
9/23/2020
Replicant's platform provides virtual customer service agents that can act on behalf of a company. The idea is to skip the need to put people on hold …
9/17/2020
Communications platform provider Infobip launched "Moments." This new omnichannel customer engagement hub helps brands understand their customers bett…
9/10/2020
With First Insight, businesses can meet the needs of their customers using its Voice of Customer Analytics platform. The enterprise-grade digital prod…
9/8/2020
A new phone scam spreading throughout the U.S. has callers posing as COVID-19 contact tracers to glean personal and financial information from unsuspe…
8/28/2020
AWS CCI has solutions for self-service, live-call analytics and agent assist, and post-call analytics, making it possible for customers to quickly dep…
8/28/2020
Recently, DVSAnalytics introduced Encore Workforce Optimization as a Service (WFOaaS) specifically for Amazon Connect. This enterprise-class solution …
8/21/2020
A joint emergency call center known as the Spokane Regional Emergency Communications (SREC) center is trying to streamline the process by having the c…
8/20/2020
U.K. rail operator Merseyrail employs 1,200 workers and operates hundreds of daily services at 68 stations throughout Liverpool. To provide its staff …
8/13/2020
Intradiem and CallMiner announced a partnership to bring together leading contact center technologies to enhance customer satisfaction and agent quali…
8/11/2020
NICE has announced its new Real-Time Interaction Guidance solution, powered by its ENLIGHTEN AI platform. The offering provides real-time interaction …
7/29/2020
Customer engagement solutions provider eGain has helped a large U.S. financial services client to enhance its customer experience through new digital …
7/24/2020
Today, Brazil has one of the highest COVID-19 infection rates in the world. This has left many workers in the call center industry feeling vulnerable.
7/24/2020
Touting a redesigned and enhanced workforce mobile user interface, more rapid and user friendly access to performance reporting and public cloud integ…
7/16/2020
DMG Consulting LLC's 2020/2021 Intelligent Virtual Agent Product and Market Report put a spotlight on Verint, as The Customer Engagement Company earne…
7/15/2020
In a move to further improve interaction will callers, Conn3ct, a UK-based communications solutions provider, has announced the acquisition of ICR Spe…
7/10/2020
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
