There is some evidence that working humans have become about as productive as they can. Studies have shown that productivity has stalled in the last d…

It's not enough to post a job ad and expect to find the most talented call center agents in the field. Companies need to work to foster a positive and…

AI has myriad uses in the call center, and can contribute much more than basic automation and the handling of simple tasks. New AI software is being u…

The use of chatbots in the customer service space is on the rise, and call center managers are increasingly deploying the technology due to its myriad…

Data is everywhere these days. If you're using any modern call center solutions at all, you're probably capturing a lot of information from your phone…

Nashville's 911 emergency call center has been plagued by issues due to understaffing and low morale among agents. Some simple changes to management a…

When it comes to call center training, what's your most valuable resource? Is it your e-learning software? Your years-old classroom training curriculu…

Even if you're hiring experienced agents, chances are you're spending a lot of time training. Soft skills are important. So is empathy. Company polici…

Companies today are striving for "digital transformation." It's a buzzword-friendly way of reworking their technology infrastructure to reflect today'…

PSCU, a company that was formed back in 1977 to provide services for credit unions across the country, has announced its latest move to streamline cal…

Cloud-based communications provider Fuze has partnered with Snap Recordings, a company that specializes in personalized, automated voice recordings. T…

If your business sees any seasonal sales for the holidays, chances are, the pressure is on full-steam now, and won't let up anytime soon. After the ho…

While your contact center may track many performance metrics, it can be argued that the most important metric is the customer experience. Sure, it's n…

Verint, best known for its robust cyber intelligence and customer engagement solutions, is splitting these units into two independent companies. The m…

For many employees, a good start is important to set the tone of the worker's entire employment. In a face-paced and technology-dependent job like the…

Comcast has teamed up with Connect Direct to launch its ASL Now customer service offering. The solution is geared toward deaf subscribers, enabling th…

Municipalities play a key role in maintaining regulations and order for the local areas they serve. Important offices assist with various needs of cit…

Verint customers are using the company's voice biometrics solution for enhanced identity protection.

Mitel has enhanced its cloud offerings to enable businesses to deliver better customer experiences.

Verint's Financial Compliance platform ranked as top compliance-side solution, helps reduce regulatory complexity for clients.

Managing a call center can be a daunting and challenging task for even the most experienced manager. Taking advantage of the right mix of technology t…

Call center work has spikes of activity that can be followed by a low ebb of calls, which often leads agents to look for entertainment, whether it's s…

Managing a call center is a complex task, and keeping agents engaged and happy is vital to achieving maximum productivity and customer satisfaction. C…

UJET unveiled a new SMS adapter solution to support enterprise contact centers, the new SMS adapter enables any Salesforce CRM user to rapidly and eas…

If you're starting a new customer support program, or rethinking the one you've already got, you may be wondering if it makes sense to keep operations…

In a move to bring their data security and multi-channel compliance solutions to more customer interactions, Semafone partnered with Unytalk Inc. to i…

The Customer Engagement Company, Verint announced enhancements to Verint's Knowledge Management Professional solution promising increased efficiency a…

Information management solution provider OpenText recent its launched OpenText Core Experience Insights, a software-as-a-service application that aims…

Chatbots and voice assistants are reducing the time on hold, making the jobs of agents easier and more meaningful and changing how businesses get thei…

Per recent reports from Frost & Sullivan and DMG Consulting LLC, Verint has increased its market leadership in the Asia Pacific region. Echoing these …

Customer support quality is more important than ever in 2019. In most surveys, nearly 100 percent of customers note that customer service is an import…

The job of a call center agent is never an easy one. In addition to being under constant pressure to perform optimally call after call, add to the mix…

AI and voice-based data analytics promise to bring major productivity and efficiency improvements to the call center while helping managers keep custo…

Customers who have positive experiences with a company are more likely to remain loyal, purchase again, and recommend that company to others. Simply p…

We hear a lot about "big data" today, but most companies are still unaware of how to take advantage of the concept to the fullest. Unanalyzed data is …

The National Autistic Society announced the selection of the Verint Community solution to enhance its interactive member forum, which allows members t…

It's easy to talk time and again about the importance of properly training both new and seasoned agents in your call center. You want them to always b…

The contact center is a bustling hub of customer interactions. And as technology opens the door to a new day in engagement tools and the omnichannel e…

Preparation, scheduling and management are critical for any call center and are especially important before, during and after a natural disaster. Hurr…

Preparation, scheduling and management are critical for any call center and are especially important before, during and after a natural disaster. Hurr…

You may have heard that quality monitoring technologies such as voice of the customer (VoC) are the ideal means for capturing net promoter scores (NPS…

Call center recruitment practices are key to finding and retaining the best agent talent available in the marketplace.

When attempting to fill seats in the contact center - always a necessity because of frequent high turnover - it's tempting to hire the first resumes t…

While Walmart is the world's largest company by revenue - it nets around $485 billion each year, according to the Fortune Global 500 List - this doesn…

Speech analytics are an important part of AI's integration in contact center and customer service solutions, offering valuable insights that can impro…

It costs a lot to run a contact center, and most of your investment is in your agents. You pay them a salary and benefits, plus the costs of recruitin…

Companies today spend a great deal of time trying to meet customer wants and needs by guessing at what those wants and needs are. Often, they come up …

Many companies view the contact center as a kind of necessary evil - a cost center that can't be avoided. A few companies, however, manage to turn the…

What's the most critical process in your contact center? Of course, your ultimate goal is to provide customer service excellence, but how do you achie…

Google has made significant enhancements to its Contact Center AI solution, which uses machine learning to assist customer service agents and promote …

The cloud is certainly a transformative technology touching all points of industry. From the IoT and SD-WAN, to the c-suite and the contact center, th…

By being proactive about potential outages and disruptions to their call centers and having a solid backup and continuity plan in place, managers can …

AI agents are slated to replace around two-thirds of managers over the next five years, transforming the workplace of the future.

Are you still training call center agents the way you did five, 10 or even 20 years ago? Whether we like it or not, customers and their expectations h…

Artificial Intelligence (AI) is nothing new in the call center. The use of robots to assist with answering customer inquiries and routing callers to t…

In reality, what you need are some tricks and shortcuts that will help you get agents where they need to be in the shortest amount of time possible. Y…

If you're considering launching a new contact center, you may be wondering where to do it. Should you expand your current facilities? Look for an outs…

Call center work isn't easy even under the best of circumstances. After all, at the core of the job is solving other people's problems. It can be exha…

In the contact center, performance management is a critical function since it plays a large role in the company's success or failure. It's the job of …

Bringing new employees into the workplace can be challenging. In addition to getting the new hire up to speed on policies and standard practices, ther…

There's probably nothing more important when it comes to metrics that determine success in the call center than quality. When a call center delivers c…

Turnover in the contact center can be high, as anyone who has ever worked in one or managed one knows. Skilled call center managers can often predict …

Quality assurance is arguably one of the most important factors in a call center operation's success. Simply seating agents and providing a script of …

Employee training can be a bit of a Catch-22. Spend too much time training new workers in the contact center, and you'll fall behind your other duties…

center management is in constant recruiting and hiring mode. Since using employment agencies is expensive, many call center managers are obliged to do…

An increasingly virtual or remote workforce can offer a host of benefits but also management challenges, particularly in the call center.

A partnership between the Cherry Street Mission Ministries and the city of Toledo, OH's Engage call center is giving students hands-on job training in…

The TRACED Act requires voice service providers to develop call authentication technologies, implements a forfeiture penalty for violations (with or w…

Relationships in the office or contact center - between managers, supervisors, executives and rank-and-file workers - are an important determination o…

Another call center serving veterans is under fire for agent performance and failure to meet the needs of veteran callers. A proper call center manage…

Customers by now are accustomed to messages that their calls may be monitored. Most people who work in the customer support industry know, however, th…

AI should be implemented in the call center as part of a comprehensive strategy to aid all aspects of the organization. As contact centers transition …

Recently Verint announced its AI Blueprint to aid enterprises endeavor into AI. AI Blueprint promises to analyze conversational data and offer a busin…

While call center managers have always had a difficult job to do - juggling the needs of customers, the requirements of upper management and the issue…

Most people who have set foot in a healthcare provider's office recently will have noticed that staff spends a lot of time interfacing with their comp…

Call center managers are called upon to put out a lot of fires: days are often filled solving unforeseen problems and issues that crop up regularly. B…

There's no one answer to the question, "What does it take to be a great contact center leader?" Answers will vary depending on what type of contact ce…

Call center managers need to look at a range of variables to ensure customers' and agents' needs are being met and their call centers are operating at…

On February 14th2018, Nikolas Cruz was witnessed walking into Major Stoneman Douglas High School in Parkland, Florida, killing 17 people, and wounding…

The business world is mad for analytics and contact centers should be the foremost recipient of the knowledge. Once upon a time, performance metrics i…

Technology tools in the call center are only as effective as the people using and managing them. A comprehensive approach to contact center management…

Inbound call center managers need to understand all the key metrics for success to ensure efficiency, profitability and customer retention.

In the contact center, agent training used to be a dull affair for everyone involved. There was classroom training. There was on-the-job training with…

CGS announced it is the newest member of Verint Systems Inc. financial compliance partner program. The program enables financial institutions and othe…

It's a challenge to most contact center managers to keep performance standards high. Even if you do all the right things - adopt an effective performa…

Quality assurance is one of the core duties of call center management. It's a fairly abstract concept, however, and many companies struggle to put it …

Call center managers are under pressure from all sides today. They've been asked to improve customer loyalty and the customer experience. They've also…

Call center managers should evaluate several key metrics to ensure call centers and individual agents are operating at maximum productivity.

Let's face it: keeping contact center agents engaged, fulfilled and employed at your organization can feel a bit like herding cats. Call center work i…

Poor management practices in the call center impact agent performance and can also damage the entire customer service experience.

There's no danger of AI replacing human agents in the contact center any time soon. The technology is most valuable as a tool to help agents and manag…

Starting a new job anywhere can be tricky, but onboarding in the call center paramount to successful operations. The proper process and protocols for …

It's no secret that turnover is high in contact center. There are a few good reasons for this: many people think it's a terrible job. It's loud and cr…

There are a lot of terms for it. Some people call it "people skills." Others might call it "common sense" or "adulting." In the contact center industr…

What kind of customer experience does your company offer? Has it improved lately? What factors made it improve? What actions lead to the best customer…

The best way to ensure your contact center is doing as well as you think is to compare your performance in certain KPIs to those of other contact cent…

It's months past Halloween, but many contact centers are experiencing an uptick in the number of "ghost calls" they're fielding. You know the type: th…

Most contact centers have a quality management (QM) plan of some sort. Whether it's enforced or not, it exists, even if it's only in a memo at the bot…

For years, the call center industry was plagued by high turnover rates and agent burnout. That's because the focus on keeping customers happy outweigh…

Artificial intelligence (AI) for communications has moved from text-based applications into the realm of voice communications.