Call Center Management Featured Articles
In an all-stock deal, valued at $14.7 billion, Zoom is diving headfirst into the contact center space with the acquisition of Five9. The purchase puts…
7/19/2021
Call centers are transforming into artificial intelligence-enhanced intelligent contact centers that are designed to enable faster interactions, deepe…
7/19/2021
Performance 360 Call Center has been dedicated to helping any displaced tourism workers get back into the customer service arena. They're offering a 1…
7/16/2021
"Due to COVID-19, wait times may be long."
Customers understood…16 months ago. If you're still using this as an excuse for poor customer service tod…
7/15/2021
Improvements to customer service are important for any business, after all, the customer is the lifeblood of the company and having great experiences …
7/9/2021
In the earliest days of self-service, technology was admittedly very clunky. Interactive voice response (IVR) had its limitations, and the dislike cus…
7/7/2021
The phrase "call center" is increasingly becoming a misnomer. While customers still pick up the phone for very complex issues, for other issues - or t…
7/2/2021
Customer engagement solutions provider Verint has been recognized by Gartner in the 2021 Magic Quadrant for the CRM Customer Engagement Center (CEC) r…
7/1/2021
Vonage has announced the release of Vonage Contact Center for Service Cloud Voice, bringing a new collection of work enhancement tools to call center …
6/29/2021
Fighting fraud is a bit like playing whack-a-mole: just when you think you've got it covered, the fraudsters find a new way to initiate fraud. In cont…
6/16/2021
Cloud-based contact center solutions provider LogMeIn has announced a collection of new features for the company's UCaaS platform, GoToConnect.
6/16/2021
Managing a call center can be challenging. There are agents to think about, demands from management, and then the customers. It's a balancing act that…
6/11/2021
Cloud communications service provider Nordis Technologies has announced its customer communications management system, Expresso®, has been approved by…
6/9/2021
Customer service interactions continue to play a vital role in strengthening the relationships between businesses and customers. When it comes to offe…
6/4/2021
In its earliest iterations, speech recognition technology was designed to do simply that: recognize the spoken word and translate it into written text…
6/4/2021
Asapp has revealed a new dataset for AI customer service systems that incorporates human dialogue to create more accurate and efficient customer exper…
6/2/2021
The call center space will benefit greatly by addressing accessibility. That includes support for hiring disabled workers, providing better customer s…
5/27/2021
Five9 and Mitel have signed a new partnership agreement to bring cloud-powered customer service solutions to businesses across the globe.
5/26/2021
Content Guru is a UK-based cloud communications provider that offers services in 30 countries through its cloud contact center-as-a-service solution c…
5/20/2021
Lending Solutions Inc., a provider of call center services for financial institutions has announced the opening of a new call center facility in Knoxv…
5/17/2021
Gridspace and Google Cloud have joined to bring financial and health industry call centers new cloud deployment and communications capabilities.
5/14/2021
How mature is your customer experience management initiative? It's an excellent question to ask. Customer experience efforts are one thing, but they'r…
5/7/2021
For the 13th year in a row, Verint has been selected by Gartner as a Leader in the 2021 Magic Quadrant for Workforce Engagement Management
5/5/2021
The travel industry is turning to contact center solution provider Bright Pattern to boost customer service operations in the opening economy.
5/4/2021
AI-powered communications solutions provider Dialpad has announced it is continuing it's go to market expansion strategy and will be increasing its pr…
4/29/2021
Thoma Bravo is a 40-year-old private equity firm that focuses on software and technology. The company owns more than 300 software and technology compa…
4/26/2021
For years, we have heard about how important it is for customers to be satisfied with call center experiences. In addition to stellar customer support…
4/26/2021
A deal was reached between Deutsche Bank and Union officials that will allow the company's call center employees to be eligible for wage increases and…
4/23/2021
Semafone and Avaya have announced they teamed up to offer a solution for this need in the market. As part of their global reseller partnership, they w…
4/16/2021
Lee Kayne will now be leading Carousel Industries' business strategy for contact center solutions.
4/15/2021
The State Bank of Pakistan (SBP) recently announced it plans to improve the standards for banking call centers by revising and consolidating regulator…
4/9/2021
Avaya has announced that the company's flagship CCaaS solution is now available for businesses in 40 new countries.
4/7/2021
US banking customers are continuing to call their financial institutions at least once per year, leading to elevated amounts of call center traffic. N…
4/1/2021
Lingo Communications helped Tahoe Forest Hospital create a new COVID19 call center in less than one week.
3/31/2021
A recent analysis by Frost & Sullivan revealed Avaya to be the leading provider of cloud-based communication services in the Southeast Asian market.
3/23/2021
Looking to strengthen expansion into the advisory and technical services market, Inflow Communications, a provider of strategic advisory, consulting, …
3/22/2021
British telecom provider BT will now be utilizing NICE contact center solutions for business clients.
3/19/2021
Alorica and Talkdesk are combining resources to deliver a complete and scalable CX package for clients.
3/18/2021
Zappix announced a new partnership with Lifesize to deliver automation, artificial intelligence and improved self-service options into the contact cen…
3/12/2021
Due to high call volume and increasing fraud, the Kansas department of labor will be expanding its call center staff to help process the requests.
3/9/2021
A study by Forrester Research found that [24]7.ai Engagement Cloud helped businesses cut business costs significantly, while also improving customer s…
3/8/2021
StarTele Logic has collaborated with Ucall, Angola for a customized contact center platform.
3/5/2021
Power outages due to a surprise Texas storm led the state government to open a call center for damage reports.
3/1/2021
Verizon Business announced it is now using Genesys Cloud for its global customer experience and contact center offerings to continue to push forward a…
2/26/2021
NICE is a provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced …
2/23/2021
Sitel Group has joined Tent and other companies to provide employment opportunities to Venezuelan refugees.
2/22/2021
New research reveals that contact centers are a major focus of the healthcare industry due to the ongoing pandemic.
2/17/2021
Omnichannel contact center technology company Noble Solutions recently conducted a contact center market survey to explore changes in customer behavio…
2/16/2021
Avaya's OneCloud CCaaS platform has seen an expansion in its network of partners offering the product. In the UK, popular solutions and services provi…
2/10/2021
Phone scam artists are taking advantage of people in Maine attempting to schedule COVID-19 vaccination appointments. The scammers are calling individu…
2/10/2021
Saudi Arabia now requires all call centers to be operated by Saudi citizens.
2/5/2021
Novelvox's Freshdesk CTI Launcher is now available for Cisco, Avaya and Genesys clients.
2/1/2021
An alert Disney call center agent may be credited with helping a Pennsylvania domestic abuse victim. The caller pretended to buy tickets while activel…
1/26/2021
The Department of Health and Environmental Control of South Carolina will be replacing a clunky and complicated system for vaccine distribution.
1/25/2021
Anywhere365® has been officially certified after rigorous testing by Microsoft Teams' Connect Contact Center program.
1/21/2021
One of the best ways for financial services organizations to guard against fraud is to analyze transactions for red flags. These red flags might inclu…
1/21/2021
As the trend of remote working continues during the pandemic, companies are turning to virtual reality for training.
1/13/2021
Haptik and Audiocodes have co-developed a customer support service that uses AI to deliver more realistic automated responses to users.
1/12/2021
Enghouse announced the acquisition of Lisbon-based omnichannel contact center solution provider Altitude Software. The purchase provides Enghouse an e…
12/31/2020
Retail companies are beginning to move away from emailing customers and switching to SMS, which allows direct connection at a much lower cost.
12/30/2020
Using Verizon's One Talk unified communications service, NORAD call center volunteers will be able to answer calls to the North Pole remotely to answe…
12/22/2020
Digital transformations are happening across businesses today as the need for fast, convenient online services grows. For El Paso Water (EPWater), a m…
12/15/2020
The COVID-19 pandemic has transformed the customer service landscape, and those changes are likely to outlive the pandemic. Businesses realize they mu…
12/10/2020
This week, SugarCRM announced that it's expanding its relationship with Amazon by becoming an Amazon Web Services (AWS) Advanced Technology Partner wi…
12/8/2020
Maintaining the proper balance between self-service and live agent support is essential today. For BGL Group, an insurance provider and household fina…
12/2/2020
Fraudsters are using new and updated versions of old scams to leverage the uncertainty surrounding COVID-19 community response, as well as opportunist…
12/1/2020
Today's contact center is under more pressure than ever to deliver excellent customer experiences. With a global pandemic and digital channels being r…
11/25/2020
Cloud communications platform provider 8x8 is well known for its ability to transform the way businesses communicate and how workforces collaborate. A…
11/18/2020
The 2020 holiday shopping season is already underway in the U.S. While a few weeks earlier than the typical after Thanksgiving kick-off, this year has…
11/16/2020
The viral spread of poor customer service is (or should be) at the top of every customer-facing company's mind. Once upon a time, bad choices made by …
11/12/2020
The global pandemic and COVID-19 shutdowns that began months ago here in the U.S. have changed how businesses operate and how employees work. In New Y…
11/6/2020
To help contact centers keep up with these demands, CPaaS provider IntelePeer has launched a new offering that makes it easy to add cloud-delivered CX…
11/6/2020
Facebook noted that over the last year, total daily conversations between people and businesses on Messenger and Instagram grew over 40 percent. For b…
10/30/2020
Following its north star of "fueling exceptional customer experiences," Avtex announced the acquisition of Calgary-based contact center and customer e…
10/28/2020
Scorebuddy, a contact center quality assurance solution provider based in Dublin, Ireland, recently announced that it has released a new version of it…
10/21/2020
Valor Global, call center solution providers, announced the purchase of DRS Services USA, an Arizona-based healthcare and medical call center services…
10/16/2020
Verint announced honors in two categories of the 2020 CRM Industry Leader Awards by CRM Magazine. The Customer Engagement Company earned awards for Be…
10/12/2020
QVC, the television-based home-shopping retailer, recently announced that it has put its 52,911-square-foot Chesapeake, Virginia call center on the ma…
10/8/2020
Today, Blue Prism announced Blue Prism Service Assist, a service that promises improved average call handling times (AHT), enhanced first call resolut…
10/7/2020
Improving agent performance and boosting efficiency has long been the goal of call center managers. When agents work more productively and help caller…
10/7/2020
Wisconsin's Department of Workforce Development answered less than one percent of incoming unemployment calls at the height of the coronavirus pandemi…
10/1/2020
Five9 named CallTower its US Reseller of the Year - 2020 as part of the Five9 2020 Global Partner Awards.
9/30/2020
The Voice of the Customer (VoC) and related programs are important metrics for customer service success. Creating and maintaining a successful VoC pro…
9/23/2020
Global enterprise software company IFS recently announced the availability of new and enhanced capabilities in its customer engagement software that c…
9/21/2020
This week, Aceyus announced Visionary User Experience (VUE), an integrated system that offers reporting and analytics to the enterprise for end-to-end…
9/18/2020
Omaha, Nebraska-based AnswerPro, LLC recently announced that it has been chosen by Current Health as a strategic partner to provide patient monitoring…
9/10/2020
While most companies understand the need for an omnichannel customer support experience, far fewer are able to put it into practice. In a recent inter…
9/3/2020
PelicanCorp's OneCall Access solution will be used in tandem with technology from Pass Word Inc. to upgrade Wyoming's 811 Call Before You Dig Call Cen…
8/27/2020
Covid-19 is dramatically changing the contact centre landscape as we know it. So, what critical disciplines and tools are the very foundation of great…
8/25/2020
Knowing exactly what is going on in a contact center by recording and analyzing every interaction between what transpires between customers and agents…
8/21/2020
Salesforce abruptly announced in a short note that it has retired Einstein Voice Assistant as of July 10, 2020. The note contained no explanation of t…
8/20/2020
In Wyoming, unemployment call centers have struggled to keep up with volume. The state's Department of Workforce Services has reported continued high …
8/13/2020
As a reflection of strong investor confidence in its offerings, Talkdesk recently announced that it received Series C funding of $143 million from bot…
7/30/2020
3CLogic announced a new offering for Microsoft Dynamics: a solution designed to empower enterprise organizations to easily manage customer or sales en…
7/29/2020
Examination Management Services, Inc., or EMSI, surprised its Waco, Texas-based employees recently when it abruptly shut down for good in advance of t…
7/24/2020
Virtual call center agents have been used to help companies expand their hours, offer additional support and decrease overhead. They're also a key too…
7/20/2020
Verizon is piloting Google Cloud's Contact Center AI solution to improve customer service. The offering uses machine learning and natural language rec…
7/15/2020
In Mexico, the government of Mexico City and its Digital Agency for Public Innovation have implemented a strategy they're calling the "Detection, Prot…
7/13/2020
In a move that will help further expand its operations into the European Customer Experience (CX) space, Sabio Group, a provider of customer solutions…
7/10/2020
Frost & Sullivan honored Avaya with the 2020 North American Growth Innovation Leadership Frost Radar Award for work behind the Avaya future forward st…
7/6/2020
