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Call Center Management Featured Articles

    Call Center Management
    New Report Predicts CCaaS Sector to Grow to $15.1 Billion by 2028
    As more companies seek to deliver their customer support via the cloud, the global market for contact center-as-a-service (CCaaS) is heating up.
    1/30/2023

    Call Center Management
    Verint Scores Top Placement in Ventana Research's CX Management Report
    Ventana Research recently published its Customer Experience Management Value Index 2023 report in order to help companies choose customer experience s…
    1/27/2023

    Call Center Management
    New Study Explores the Four Pillars of Omnichannel Retail Success
    A recent study by Incisiv, in collaboration with Blue Yonder and Microsoft, found that shoppers are increasingly leveraging digital platforms, with 93…
    1/19/2023

    Call Center Management
    GoContact Reaches Broadvoice's North American Business Customers
    Broadvoice launched the GoContact omnichannel cloud contact center solution for business customers in North America.
    1/16/2023

    Call Center Management
    Sales Enablement Company Gondola Partners with Zoom for More Productive Sales Meetings
    Videoconferencing platform Zoom curated its Essential Apps offering to help overcome unproductive meetings.
    1/12/2023

    Call Center Management
    Caribbean Airlines Partners with British Startup for Voice Calling for Customers Through Its App
    Caribbean Airlines signed an agreement with British startup Connect-EZ to offer calling services through an app for its customers.
    1/11/2023

    Call Center Management
    HoduSoft Debuts Omnichannel Contact Center Solution for the Insurance Industry
    India-based communications solutions provider HoduSoft has announced an omnichannel contact center tailored for the insurance industry and improved cu…
    1/6/2023

    Call Center Management
    KFC Franchisee Will Test SMS and Mobile Wallet to Improve Customer Engagement
    KBP partnered with mobile brand experience company Vibes to test a SMS and mobile wallet program at 162 participating KBP-owned Kentucky Fried Chicken…
    1/3/2023

    Call Center Management
    University of Phoenix Students Give High Marks to Intelligent Chatbot
    The University of Phoenix chatbot, Phoebe, handles 1,700 interactions a day since its full-scale launch in 2021.
    12/30/2022

    Call Center Management
    Sports Chat Platform GameOn Announces $35 Million in Funding to Expand
    The GameOn platform leverages intelligent chat, empowering teams and sports brands to connect with audiences in real time and drive more engagement.
    12/27/2022

    Call Center Management
    Customer Interaction Analysis Company Chattermill Announces Series B Funding
    Chattermill announced a $26 million Series B funding round to double down on its growth, expanding its platform capabilities to meet its vision as the…
    12/15/2022

    Call Center Management
    MetCredit Canada Increases Call Answer Rate with Branded Call ID Technology
    To try and combat phone spam challenges, companies are turning to high-technology voice and call identification solutions.
    12/14/2022

    Call Center Management
    Startek Adopts Verint Speech Analytics to Derive Insight
    To derive better insights from the company's more than 500 million annual customer interactions, Startek recently adopted Verint Speech Analytics.
    12/12/2022

    Call Center Management
    Most Companies Are Struggling to Use AI-based Predictive Analytics Effectively
    More than 80% of marketing executives report difficulty in making data-driven decisions despite all of the consumer data at their disposal.
    12/2/2022

    Call Center Management
    60 Percent of SMBs Believe They Have Achieved Omnichannel CX
    More than half of SMBs say they will be integrating new omnichannel technology into their tech stacks in 2023 to deliver a better customer experience.
    11/28/2022

    Call Center Management
    Verint and Zoom Expand Partnership to Close Engagement Gap
    Verint Customer Engagement Platform is now more tightly integrated with Zoom Contact Center, an omnichannel contact center solution.
    11/16/2022

    Call Center Management
    E-Mobility Company Jetson Looks to Improve Customer Engagement
    Jetson, an e-mobility provider, has selected Khronos to improve its digital customer engagement as it continues to scale its business.
    11/14/2022

    Call Center Management
    Customer Are Happier When Communications Happen at a Personal Level
    Brands are repeatedly told that customers want choice over engagement channels, and consistency across channels, yet many businesses still are falling…
    11/3/2022

    Call Center Management
    Conversica Improves AI-Driven Revenue Digital Assistants
    Unlike scripted bots that force people down a predefined path, Conversica's AI-powered RDAs leverage the most advanced, largest language models availa…
    10/31/2022

    Call Center Management
    Contact Centers Are Sending an SOS to CCaaS Providers
    Companies are moving to CCaaS providers to expand their talent pools and leverage AI and chatbots to handle many customer service interactions.
    10/28/2022

    Call Center Management
    Call Centers May Face a Problematic Holiday Staffing Season
    Contact centers have a large pool of temporary workers to leverage for the holiday season, if they can meet workers needs for scheduling flexibility.
    10/25/2022

    Call Center Management
    Call Center Market Sees No Sign of Slowing Down
    The global call center market is expected to reach $22.2 billion by the end of this year, and will continue to grow at a 10.8% CAGR, reaching $47.6 bi…
    10/24/2022

    Call Center Management
    Qualtrics Real-Time Contact Center Solutions Arm Agents for Success
    Qualtrics' new real-time contact center innovations will help agents be more productive and deliver customer support with empathy.
    10/19/2022

    Call Center Management
    3CLogic and Service Now Partner to Add Speech to Virtual Agent Solution
    Phone remains a key interaction channel and businesses and contact centers will be able to create modern voice workflows.
    10/10/2022

    Call Center Management
    Verint Conversational AI Named to Constellation Research ShortList
    Verint Conversational AI provides actionable responses across channels, including voice, social media channels, and smart speakers.
    10/7/2022

    Call Center Management
    Call Center Background Noise Leads to Directly to Abandoned Calls
    More than half of call center calls are hung up because customers experience disruptive background noise.
    10/6/2022

    Call Center Management
    HelloFresh Transforms Contact Center Operations to Improve Customer Experience
    HelloFresh looked to Medallia to transform its U.S. contact center experience and turn customer insights into action to improve the experience for cus…
    9/30/2022

    Call Center Management
    Legacy Authentication Methods Are Failing Call Centers
    Fraud is on the rise in the contact center as criminals seek to work their way around agent-led interactions to gain access to consumer information an…
    9/27/2022

    Call Center Management
    Most Companies Aren't Collecting Enough Data for Actionable CX Insight
    Most contact centers aren't collecting as much customer experience data to effectively improve their service delivery.
    9/21/2022

    Call Center Management
    Verint and Two Customers Named as Contact Center Award Finalists
    Verint and its customers are in line to receive contact center excellence recognition for outstanding customer support capabilities.
    9/21/2022

    Call Center Management
    "Skimpflation" is Harming the Customer Experience
    To reduce spending, customers are cutting ties with companies that don't live up to digital customer experience expecatations.
    9/16/2022

    Call Center Management
    Mia Chatbot Cuts Miami Airport Inquiries in Half
    The Miami International Airport cut the number of inquiries to its social channels nearly in half due to the Mia chatbot.
    9/12/2022

    Call Center Management
    AI Will Reduce Agent Labor Costs by $80 Billion by 2026
    Global spending on conversational AI solutions within contact centers is forecast to reach nearly $2 billion this year.
    9/8/2022

    Call Center Management
    More Than Half of Remote Call Center Agents Would Quit if Recalled to the Office
    Contact center agents prefer remote work and would rather quit than be forced to go back to the physical office environment.
    9/1/2022

    Call Center Management
    UJET Names Yosh.AI Certified Delivery Partner
    Smart companies are going beyond "omnichannel" customer experiences and focusing more on the blending of contact center channels.
    8/29/2022

    Call Center Management
    Organizations Gain Enhanced Real-Time Analytics with CallMiner Integrations
    CallMiner announced new integrations with Genesys Cloud CX and Amazon Connect to enable organizations to gain quick access to real-time analytics capa…
    8/23/2022

    Call Center Management
    Alorica a Customer Experience Management Leader
    Alorica is a BPO company that offers a number of CX solutions powered by a range of contact center and workforce management tools and technology from …
    8/19/2022

    Call Center Management
    Kyndryl, Five9 Personalize Contact Center Experience
    Kyndryl is collaborating with Five9 on cloud-based contact center solutions that deliver personalized experiences to customers and employees.
    8/15/2022

    Call Center Management
    Customer Experience Platform Enhanced through Reputation Updates
    Five major updates for Reputation's social publishing and social listening tools will enable marketers to more efficiently manage social channels in o…
    8/12/2022

    Call Center Management
    Contact Centers Face Barriers to Customer Experience Excellence
    Innovating the customer experience requires forward-thinking leadership that is open to exploring new experiences, technology and approaches in the co…
    8/11/2022

    Call Center Management
    Study Finds Call Center Background Noise Leads to Increased Turnover and Angry Customers
    IRIS Clarity recently conducted a study that concluded that 89 percent of agents believe noise negatively impacts call quality.
    8/5/2022

    Call Center Management
    Talkie.ai Improving Healthcare Customer Service with AI
    Talkie.ai raised $2.6 million from a Polish-Austrian consortium of VC funds and will use the funds to further specialize in creating technology for he…
    8/2/2022

    Call Center Management
    Gap Between Customer Expectations and Company Offerings Creates Crisis of Marketing Relevance
    Research group Accenture found that 88 percent of business of executives believe that customers and employees are changing faster than they can change…
    7/28/2022

    Call Center Management
    Odigo Customers Gain Anti-Fraud Solutions
    Pindrop announced its anti-fraud and authentication solutions are available in the Odigo Connect marketplace.
    7/26/2022

    Call Center Management
    Rising Inflation Increases Consumers' Expectations of the Customer Experience
    Inflation is increasing the expectation of excellent customer service according to a new study commissioned by AI-powered conversational intelligence …
    7/22/2022

    Call Center Management
    Study Finds Younger Shoppers Put Little Emphasis on Retail Location Shopping
    A recent study issued by customer engagement company Verint found that fewer than 36 percent of consumers under 40 prefer to visit stores when interac…
    7/18/2022

    Call Center Management
    Contact Centers Understand the Importance of AI But Lack Expertise
    Contact centers believe in the value of artificial intelligence, but lack the expertise to truly leverage new technologies.
    7/14/2022

    Call Center Management
    Younger Shoppers Put Little Emphasis on Retail Location Shopping
    As retailers refactor their customer engagement strategies, they must consider that Gen Z and the Millennial customers have more complex purchase jour…
    7/14/2022

    Call Center Management
    ConvergeOne Approved by Georgia Technology Authority's GTA Ready Program
    ConvergeOne, a provider of customer experience solutions, announced this week that GTA has named it a GTA Direct-approved vendor for hosted contact ce…
    7/7/2022

    Call Center Management
    CallMiner Named Best Overall AI-Based Analytics Company
    CallMiner, a provider of conversation intelligence to drive business improvement, announced this week that it has been named the Best Overall AI-based…
    7/5/2022

    Call Center Management
    Chatbot Market Continues Rapid Growth
    The chatbot market growth is expected to reach $3.62 billion by 2030. The market was worth $526 million in 2021.
    6/29/2022

    Call Center Management
    Intrado Intros Power Access for Improved 911 Communication Workflows
    Intrado Corporation, a provider of tech-enabled services, has launched Intrado Power Access.
    6/27/2022

    Call Center Management
    Verint Announces New Total Quality Approach to Customer Experience Management
    Verint recently introduced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagemen…
    6/20/2022

    Call Center Management
    Post-Pandemic, Digital Customer Interactions Will Continue to Grow
    The explosion of online digital customer interactions during the pandemic are expected to continue growing at a rapid pace, post-pandemic.
    6/6/2022

    Call Center Management
    AI-Driven Customer Data Platforms Essential in Retail and Ecommerce
    Customer data platforms are growing exponentially, with AI-based services providing critical insights into customer preferences and purchasing pattern…
    6/2/2022

    Call Center Management
    Observe.AI Introduces Adaptive Automation Solution for Contact Centers
    Intelligent workforce platform solutions provider Observe.AI announced the launch of its new Auto QA product.
    5/31/2022

    Call Center Management
    Replicant Expands Channel Support for Contact Center Automation Solution
    Contact center leaders today need a single solution that can automate their most common customer service issues across channels for consistent custome…
    5/26/2022

    Call Center Management
    Zoom Acquiring Customer Support AI and Automation Platform Solvvy
    , Zoom announced that it has entered into a definitive agreement to acquire Solvvy, a conversational artificial intelligence (AI) and automation platf…
    5/20/2022

    Call Center Management
    Zendesk Unveils New Conversational CRM Solutions
    Zendesk Inc. unveiled new conversational customer relationship management. Zendesk also announced a new employee experience offering.
    5/17/2022

    Call Center Management
    Pindrop Debuts Voice Authentication Solution for Google Cloud Contact Center
    Pindrop announced a new partnership with Google Cloud that will enable it to build and offer new authentication solutions to enhance call center exper…
    5/12/2022

    Call Center Management
    iQor Continues Domestic Contact Center Expansion, Opens New Facility in Allentown, PA
    iQor has been investing resources to expand domestic contact center infrastructure in a move to improve customer experiences businesses provide and to…
    5/9/2022

    Call Center Management
    Contact Center Automation Company Replicant Announces New Funding Round
    Customer experience today is the worst it's ever been. Contact centers are facing an emerging business crisis with fewer agents, rising costs, unpredi…
    5/6/2022

    Call Center Management
    More Than Half of Customers Would Pay More for an Excellent Customer Experience
    As it turns out, customers value a good experience so highly, they would pay for it. In its 2022 Achieving Customer Amazement customer service researc…
    4/28/2022

    Call Center Management
    When Customers Speak, Are You Listening?
    Customers today have a lot of things to say, and they expect to be heard. In an increasingly automated world, however, they may struggle to believe an…
    4/26/2022

    Call Center Management
    ACT Chooses Avaya OneCloud to Improve Experiences, Lower Costs
    Avaya announced it was recently chosen to provide its Avaya OneCloud platform for Advanced Call Center Technologies (ACT).
    4/19/2022

    Call Center Management
    Talkdesk Named Chrome Enterprise Recommended Partner
    Talkdesk recently announced that it has taken its relationship with Google further and has been named an official Chrome Enterprise Recommended (CER) …
    4/13/2022

    Call Center Management
    AI Missing the Customer Service Mark
    Meeting customer demand is contact center job number one. As customer expectations continue to ascend higher than ever, too many operations are simply…
    4/8/2022

    Call Center Management
    CGS Administrators Awarded Contact Center Excellence Certification
    Nashville-Tennessee-based CGS Administrators LLC (CGS), providing services and technical solutions to the Centers for Medicare & Medicaid Services (CM…
    4/7/2022

    Call Center Management
    Canceled Flight, Poor Customer Communications Plague Allegiant Air
    Affordably billed Allegiant Air, which operates scheduled and charter flights, is enraging customers by canceling hundreds of flights and then being u…
    4/1/2022

    Call Center Management
    India's Kerala Tourism Announces WhatsApp Chatbot
    India's Kerala Tourism has announced a new 24x7 WhatsApp chatbot to assist tourists and travelers. The Maya chatbot is designed to give travelers acce…
    3/30/2022

    Call Center Management
    Twilio Debuts New API to Bring Chat Channels Under Single Umbrella
    Twilio announced the deployment of a new API for its Flex contact center service that combines the platform's existing chat channels under a single um…
    3/22/2022

    Call Center Management
    Bandwidth Unveils Pindrop Integration Partnership
    Global cloud communications company Bandwidth announced a new partnership with voice authentication tech provider, Pindrop. Enterprise customers will …
    3/21/2022

    Call Center Management
    Engageware Offers Customer Engagement Insight
    Customer engagement solution developer Engageware announced the release of the Customer Engagement in Banking Report: The Path Forward for 2022.
    3/18/2022

    Call Center Management
    City of Charlotte Outlines the Importance of Its 311 Call Center
    The city recently profiled retired police officer Coretta Buggs in an effort to help residents understand how their 311 call center can help.
    3/16/2022

    Call Center Management
    UJET Launches CX Intercloud Cloud Failover Solution
    UJET's new offering provides peace of mind for contact center operations thanks to automatic failover between public cloud infrastructures.
    3/11/2022

    Call Center Management
    The Top Auto Dialer Software Companies of 2022
    Business research company GetApp revealed the result of the 2022 Category Leader ranking for Auto Dialer software, providing a score for prominent com…
    3/11/2022

    Call Center Management
    Tucson Appoints New Director of 911 Call Center
    Tucson officials recently appointed Sharon McDonough to the position of director of Tucson's Public Safety Communications Department, the office that …
    3/9/2022

    Call Center Management
    net2phone Strengthens Portfolio with CCS Acquisition
    CaaS solution company and IDT subsidiary net2phone announced the acquisition of Integra, a contact center solution provider operating in Europe, North…
    3/4/2022

    Call Center Management
    Study Finds Biometrics Key to Convenient Customer Authentication
    Companies today spend a lot of time advancing technology to make it difficult for thieves and other unauthorized personnel to access our personal acco…
    3/4/2022

    Call Center Management
    LiveVox and Sandler Partners Sign Agreement to Deliver LiveVox CCaaS
    Cloud-based customer service solutions provider LiveVox Holdings, Inc. announced a strategic partnership with Sandler Partners. The agreement will bri…
    3/2/2022

    Call Center Management
    Leading Hotel Chains Deploy Bright Pattern Contact Center Software
    Two leading hotel chains recently turned to Bright Pattern to deploy its omnichannel contact center software.
    2/25/2022

    Call Center Management
    NovelVox Adds Cisco Webex Contact Center Integrations
    Contact center software developer NovelVox recently announced more than 75 third party integrations for Cisco Webex CC. These integrations support age…
    2/23/2022

    Call Center Management
    Voximplant Selects Avatar in Drive Toward Automation
    This week, cloud communications company Voximplant announced the launch of Avatar: a new Natural Language Processing (NLP) service designed to help de…
    2/22/2022

    Call Center Management
    Tools and Techniques for Managing Remote Call Center Agents
    The growing trend toward remote work coupled with the COVID-19 pandemic has left call center supervisors managing a largely remote set of agents. Mana…
    2/18/2022

    Call Center Management
    Outdated Tech Compromising Agent Performance
    According to a joint research study by Pegasystems and Savanta, a significant number of customer service agents across the globe say outdated tech is …
    2/15/2022

    Call Center Management
    New Observe.AI Solution Helps Drive Successful Sales Behavior in the Contact Center
    Could better visibility into your sales process increase sales? It's a good question, as most organizations have very little insight to their sales pr…
    2/14/2022

    Call Center Management
    India-Based Call Centers Indicted for Scam Operations
    The Department of Justice for the Northern District of Georgia announced multiple Indian-based call centers, as well as their directors, have been ind…
    2/9/2022

    Call Center Management
    Korber Transforms Global Contact Center Operations with 3CLogic
    Contact center solution developer 3CLogic recently revealed Körber Business Area Pharma, a leading provider of Manufacturing Execution Systems (MES) p…
    2/9/2022

    Call Center Management
    Wealthify Transforms Customer Support with Talkdesk CX Cloud
    Cloud contact center leader Talkdesk recently announced Wealthify, a UK-based digital investment service provider, selected Talkdesk CX Cloud to trans…
    1/31/2022

    Call Center Management
    Bandwidth Intros Duet for Genesys
    Bandwidth unveiled Duet for Genesys, a new offering to support enterprises with legacy telephony infrastructure to quickly integrate complex telephony…
    1/28/2022

    Call Center Management
    Piecing Together Proactive Customer Service
    What is the future of customer service? Is it chatbots? Is it conversational AI? IVR? Is it omnichannel? Yes, yes, yes and yes, but the shift taking p…
    1/27/2022

    Call Center Management
    BPO Giant Webhelp to Establish Offices in Israel
    Many companies today, faced with the uncertainty involved in running a customer support operation, are turning to business process outsourcing (BPO) p…
    1/25/2022

    Call Center Management
    Sprinklr Launches Modern Care Voice Solution
    Unified-CXM platform provider Sprinklr is one company attempting to improve contact center operations, recently announcing the launch of Sprinklr Mode…
    1/21/2022

    Call Center Management
    Customer Support AI Company Verloop.io Partners with Vonage
    While artificial intelligence will never replace human intelligence, it has helped many companies build a solid customer support foundation, handling …
    1/19/2022

    Call Center Management
    Content Guru Unveils SMB-Focused Contact Center Bundle
    Enterprises tend to get the most attention for the latest cloud-based contact center products. This makes sense, as big organizations often deal with …
    1/19/2022

    Call Center Management
    Second Nature Secures New Investments for Sales Coaching Platform
    Second Nature, an AI-powered sales coaching platform provider, is one company looking to improve sales training outside of office environments. The co…
    1/14/2022

    Call Center Management
    Omnichannel Integration is Key to a Seamless Customer Experience
    What's the difference between multichannel and omnichannel? While many organizations have multiple channels through which customers can contact them, …
    1/14/2022

    Call Center Management
    Carbyne Introduces New Leadership Team
    Offering customers a solid product portfolio and providing quality service is certainly a strong plan for business development. With global competitio…
    1/13/2022

    Call Center Management
    Maryland E-Z Pass Customer Service Issues Causing Havoc for Drivers
    Customer service channels are the main artery connecting customers with businesses. In many cases, they are relied upon to provide information, answer…
    1/12/2022

    Call Center Management
    Waterfield Technologies Buys Speech-Soft, Sets Eyes on Global Expansion
    Contact centers have experienced drastic transformations over the last two years , as a global pandemic conditions changed the way we work, access inf…
    1/7/2022

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