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Call Center Management Featured Articles

    Call Center Management
    Verizon Business Strengthens Customer Experiences with Genesys Cloud
    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

    Call Center Management
    NICE Receives UK Customer Service Excellence Award
    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

    Call Center Management
    Sitel Group Joins BPO Organizations to Support Venezuelan Refugees
    Sitel Group has joined Tent and other companies to provide employment opportunities to Venezuelan refugees.
    2/22/2021

    Call Center Management
    Talkdesk Research Reveals Contact Centers High Priority for Healthcare Industry
    New research reveals that contact centers are a major focus of the healthcare industry due to the ongoing pandemic.
    2/17/2021

    Call Center Management
    Changing Customer Preferences Changing Contact Center Operations
    Omnichannel contact center technology company Noble Solutions recently conducted a contact center market survey to explore changes in customer behavio…
    2/16/2021

    Call Center Management
    Avaya Expands OneCloud CCaaS Network with Two New UK Partners
    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

    Call Center Management
    Phone Scam Artists Use Maine COVID-19 Vaccination Appointments to Get Sensitive Information
    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

    Call Center Management
    Customer Service Center Jobs Reserved for Saudi Citizens, Says HR Ministry
    Saudi Arabia now requires all call centers to be operated by Saudi citizens.
    2/5/2021

    Call Center Management
    Freshdesk CTI Launcher Now Available for Cisco, Avaya and Genesys
    Novelvox's Freshdesk CTI Launcher is now available for Cisco, Avaya and Genesys clients.
    2/1/2021

    Call Center Management
    Alert Disney Call Center Agent Helps Domestic Abuse Victim
    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

    Call Center Management
    South Carolina Health Officials Shift to Simplified Call Center for Vaccine
    The Department of Health and Environmental Control of South Carolina will be replacing a clunky and complicated system for vaccine distribution.
    1/25/2021

    Call Center Management
    Anywhere365® Becomes One of Microsoft's First Certified Contact Centers
    Anywhere365® has been officially certified after rigorous testing by Microsoft Teams' Connect Contact Center program.
    1/21/2021

    Call Center Management
    Latin America's Largest Investment Bank Partners with Feedzai for AI-Based Transaction Security
    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

    Call Center Management
    Companies Shift to VR for Employee Training in Remote Settings
    As the trend of remote working continues during the pandemic, companies are turning to virtual reality for training.
    1/13/2021

    Call Center Management
    Haptik Customer Service AI Delivers More Natural-Flowing Conversations
    Haptik and Audiocodes have co-developed a customer support service that uses AI to deliver more realistic automated responses to users.
    1/12/2021

    Call Center Management
    Enghouse Striving for New Heights with Altitude Acquisition
    Enghouse announced the acquisition of Lisbon-based omnichannel contact center solution provider Altitude Software. The purchase provides Enghouse an e…
    12/31/2020

    Call Center Management
    Retailers Turn to Texting for Simpler, More Personalized Marketing
    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

    Call Center Management
    Verizon Saves NORAD's Christmas Santa Tracker with One Talk
    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

    Call Center Management
    El Paso Water Transforms Customer Service with Infosys
    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

    Call Center Management
    Five Trends to Boost Customer Engagement and Position for Business Growth
    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

    Call Center Management
    SugarCRM Joins Amazon Web Services Partner Network
    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

    Call Center Management
    Twilio Helps BGL Group Deliver Better Customer Care
    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

    Call Center Management
    With the COVID Pandemic, Call Center Fraud Is on the Rise
    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

    Call Center Management
    Servion Global Solutions Partners with Jacada for Customer Service Automation
    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

    Call Center Management
    8x8 Takes Strong Position in 2020 Gartner Magic Quadrant for CCaaS
    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

    Call Center Management
    Customers Demand Digital, Personalized Experiences for 2020 Holiday Shopping Season
    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

    Call Center Management
    Estee Lauder Accused of Racism in Exchange with Makeup Customer in Korea
    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

    Call Center Management
    City of Buffalo Moves Quickly for 311 Cloud Contact Center Amid COVID-19 Shutdowns
    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

    Call Center Management
    IntelePeer Boosts Contact Center CX Capabilities
    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

    Call Center Management
    Facebook Announces Updates to Messenger API to Support Instagram Messaging
    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

    Call Center Management
    Avtex Announces Aria Acquisition
    Following its north star of "fueling exceptional customer experiences," Avtex announced the acquisition of Calgary-based contact center and customer e…
    10/28/2020

    Call Center Management
    Scorebuddy Combines LMS and Quality Management in a Single Platform
    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

    Call Center Management
    Valor Global Acquires DRS Services USA
    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

    Call Center Management
    2020 CRM Industry Leader Awards Honor Verint
    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

    Call Center Management
    QVC to Sell or Lease Virginia Call Center and Make Work-from-Home Permanent
    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

    Call Center Management
    Blue Prism Service Assist Delivers AI & Automation
    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

    Call Center Management
    SpeechLogix and CounterPath Team Up for Better Agent Performance in the Call Center
    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

    Call Center Management
    Less Than One Percent of Wisconsin Unemployment Calls Answered During Height of Pandemic
    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

    Call Center Management
    Five9 Celebrates CallTower with US Reseller of the Year Award
    Five9 named CallTower its US Reseller of the Year - 2020 as part of the Five9 2020 Global Partner Awards.
    9/30/2020

    Call Center Management
    The Challenges of Running a Successful VoC Program
    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

    Call Center Management
    IFS Adds New Features to Customer Engagement Solution
    Global enterprise software company IFS recently announced the availability of new and enhanced capabilities in its customer engagement software that c…
    9/21/2020

    Call Center Management
    Aceyus Offers Contact Centers A VUE
    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

    Call Center Management
    AnswerPro to Provide Patient Monitoring Services for COVID-19 Vaccine Trials
    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

    Call Center Management
    Too Few Companies Are Achieving True Omnichannel Customer Support
    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

    Call Center Management
    PelicanCorp and Pass Word Team on Wyoming 811 Call Before You Dig Program
    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

    Call Center Management
    Getting Call Center Management Right from the Start
    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

    Call Center Management
    Real-Time Contact Center Capabilities: More Important Than Ever?
    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

    Call Center Management
    Salesforce Wraps Up Einstein Voice Assistant, Forges Closer Tie with Amazon Connect
    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

    Call Center Management
    Wyoming Unemployment Call Center Finding Difficulty Keeping Up
    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

    Call Center Management
    Investors Bank on Talkdesk, New Series C Funding Announced
    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

    Call Center Management
    3CLogic Announces New Cloud Contact Center Product for Microsoft Dynamics
    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

    Call Center Management
    Workers at Abruptly Shuttered EMSI Call Center Find New Opportunities
    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

    Call Center Management
    Colorado Call Center Using Virtual Assistant for Unemployment Support Line
    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

    Call Center Management
    Verizon Pilots Google Cloud's Contact Center AI Solution
    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

    Call Center Management
    Mexico City Deploys Avaya Solution for COVID-19 Contact Tracing
    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

    Call Center Management
    Sabio Group Reaches Further into European CX Market wit Coverage Group Buy
    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

    Call Center Management
    Avaya Innovation Earns Frost & Sullivan Attention
    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

    Call Center Management
    Genesys Cloud Assists Avtex Streamline & Improve Client Experiences
    Improved customer service is at the top of the list for many businesses today. Especially with the changing economic and business landscape, it's impo…
    7/2/2020

    Call Center Management
    Contact Center Company CP360 Opens New CX Center in Greece
    Contact Point 360, a 12-year-old contact center outsourcer headquartered in Toronto, owns and operates six contact centers across three continents, em…
    7/1/2020

    Call Center Management
    Will Identity Verification Automation Change Contact Center and CX Dynamics For Good?
    Last week, Denver-based Journey came out of stealth mode after two years of R&D, launching what they call their Trusted Identity solution, based on th…
    6/26/2020

    Call Center Management
    ASAPP Picks Flexential to Support Computing Power for AI Research
    To aid intelligence research company ASAPP with its efforts in the AI space, data center colocation, and hybrid IT solutions provider Flexential is pr…
    6/26/2020

    Call Center Management
    Servion Boasts Slew of Cisco Certifications in UK
    Servion announced it has earned Cisco CMSP Master Certified Partner Status in the U.K. The certification puts the contact center and digital customer …
    6/19/2020

    Call Center Management
    Student Insurance Provider guard.me International Partners with Avaya for Contact Center
    Insurance companies have unique needs for call center flexibility. Insurance is a high-touch industry when it comes to customer support, and a unified…
    6/17/2020

    Call Center Management
    Rochester Area Call Center Sued for Back Rent During COVID-19
    A Rochester, NY-area call center has been sued for failing to pay rent during the coronavirus pandemic. The suit also alleges United Call Center Solut…
    6/10/2020

    Call Center Management
    Tucson Sees COVID-19 Outbreak in Emergency 911 Call Center
    At Tucson, Arizona's main communications center, which handles emergency calls, at least 17 employees have tested positive for the virus, according to…
    6/10/2020

    Call Center Management
    Verint Innovates, Industry Takes Notice
    In recent weeks, Verint received two Business Intelligence Group 2020 Excellence in Customer Service Awards, a CUSTOMER Magazine 2020 Product of the Y…
    6/5/2020

    Call Center Management
    Wisconsin Tapping Call Center Outsourcers and New Hires to Clear Unemployment Bottlenecks
    Across the United States, nearly three million people filed unemployment claims in mid-May, bringing the total two-month tally to more than 36 million…
    6/4/2020

    Call Center Management
    Sytel Launches Global Compliance Engine for Call Centers
    In today's uncertain times, with a global pandemic, growing job losses, and business shutdowns, the number of contract changes and cancellations are o…
    5/29/2020

    Call Center Management
    Cisco Warns Users of Major Vulnerability in Unified Contact Center Express Solution
    For companies using Cisco's "call center in a box" solution, Unified Contact Center Express (Unified CCX), there is urgent news that could lead to maj…
    5/28/2020

    Call Center Management
    PossibleNOW Partners with Numeracle for Trusted Call Services
    Numeracle is offering call blocking and labeling solutions so businesses know that calls coming through are verified and vetted
    5/22/2020

    Call Center Management
    MAXIMUS and Genesys Partner to Create FedRAMP-Rated Call Center Solution for Governments
    Government services provider MAXIMUS recently announced a partnership with Genesys to offer the MAXIMUS Genesys Engagement Platform, an integrated, cl…
    5/21/2020

    Call Center Management
    The Call Center's Role in Providing Positive Business Outcomes
    Call centers are responsible for providing good customer service, which is directly linked to business growth and positive business outcomes. Call cen…
    5/15/2020

    Call Center Management
    Nearly Three Quarters of Customers Will Ditch a Company for Poor Customer Service
    While many companies pay lip service to customer support excellence, far fewer put their money where their press releases are and consistently provide…
    5/15/2020

    Call Center Management
    State Unemployment Departments Beef Up Call Centers and Tech Amidst COVID-19
    State unemployment departments are receiving a record number of calls amidst the COVID-19 pandemic. Many agencies are upgrading their call center tech…
    5/8/2020

    Call Center Management
    Georgia County Hosts Virtual Grand Opening of Emergency Services Call Center
    As of today, Georgia has reported more than 30,000 cases of COVID-19, and more than 1,300 deaths, with both infection cases and deaths still on the ri…
    5/7/2020

    Call Center Management
    During a Pandemic, Some Call Centers are Tapping Disabled, Home-Based Workers
    Some businesses are coping by turning to an untapped workforce: people who are ready and able to work from home, and highly motivated to do so. The ca…
    5/1/2020

    Call Center Management
    Cisco Global Contact Center Survey Reveals Major Cloud and AI Adoption
    Cisco's 2020 Global Contact Center Survey reveals more contact centers are moving to the cloud and adopting AI and chatbot technologies. Contact cente…
    5/1/2020

    Call Center Management
    CALLVU Offers CXone Users 30 Days Free
    CallVU announced a new program allowing companies leveraging the NICE inContact CXone cloud contact center platform users to put the CALLVU call exper…
    4/24/2020

    Call Center Management
    New York-based PX Launches 'Speed to Lead' Call Center Sales Lead Tracking Technology
    New York City-based customer acquisition solutions provider PX recently announced the launch of its Lead to Call Tracking module, which it's calling "…
    4/21/2020

    Call Center Management
    Google Launches COVID-19-Specific AI Virtual Agent for Call Centers
    Google announced the addition of the Rapid Response Virtual Agent in the Google Cloud. The Rapid Response Virtual Agent will allow call centers to qui…
    4/14/2020

    Call Center Management
    Five9 Helping Ensure Customer Service Continuity During COVID-19 Teleworking Mandates
    Five9 is enabling businesses to quickly adopt teleworking strategies with its cloud contact center and Verint's WFM solution.
    4/9/2020

    Call Center Management
    Jacada Offers Free Customer Service Automation Solutions During COVID-19 Pandemic
    Remote working is at an all-time high. In the call center, agents working from home are still expected to continue to deliver optimal care for custome…
    4/8/2020

    Call Center Management
    Cloud Key for COVID-19 Contact Centers
    As cities across the country scramble to protect populations, keeping people educated on COVID-19 is critical, and Five9 Intelligent Cloud Contact Cen…
    4/3/2020

    Call Center Management
    California DMV Call Center Employee Tests Positive for COVID-19
    State officials announced a Department of Motor Vehicles call center agent from the Riverside, California contact center tested positive for COVID-19 …
    3/30/2020

    Call Center Management
    State Unemployment Call Centers Overwhelmed Due to Coronavirus
    Several states have experienced a surge in unemployment claims thanks to the coronavirus, causing their call centers to be overwhelmed. Many states ar…
    3/24/2020

    Call Center Management
    Virtual Call Center Agents During the COVID-19 Pandemic
    If you have a business continuity plan and a call center, chances are good that your plan involved ramping up home-based agents in case of a weather e…
    3/23/2020

    Call Center Management
    Performance Management Drives Transformational Leadership Goals
    Different leadership styles bring about different consequences, which have direct or indirect impact on the attitude and behaviors of the employees. M…
    3/18/2020

    Call Center Management
    COVID-19 Closes Verizon Call Center in South Carolina
    Earlier this week, representatives from a Verizon Call Center in Elgin, South Carolina announced they had to temporarily close after finding out that …
    3/17/2020

    Call Center Management
    Yale New Haven Opens Call Center for COVID-19 Support
    Yale New Haven Health set up a call center to answer questions regarding COVID-19. Patients can be accessed via video or phone to be determined whethe…
    3/13/2020

    Call Center Management
    Noetica Gains Patent for Live Person Detection in Automated Calls
    Noetica, a software company specializing in the development and delivery of global customer contact systems, is working to eradicate silent calls and …
    3/12/2020

    Call Center Management
    Call Center Managers Embracing AI and Automation
    New research from the Harris Poll finds that AI and automation are being embraced by call center managers, driven by the desire to improve customer in…
    3/5/2020

    Call Center Management
    DMG Names Verint WFO Market Leader
    Verint announced that for the 13th consecutive year, DMG Consulting's 2019/2020 Workforce Optimization Product and Market Report named The Customer En…
    3/2/2020

    Call Center Management
    Telestax Adds Call Queuing Capabilities to Restcomm Platform
    Telestax, an Austin, Texas-based CPaaS enablement and application provider, has added a feature that's likely to be attractive to the call center indu…
    2/28/2020

    Call Center Management
    In the C-Suite, Who's Looking Out for the Customers?
    In most organizations, the main operations are overseen by a chief. The chief financial officer oversees the bottom line. The chief technology officer…
    2/25/2020

    Call Center Management
    Avaya Brings Google Cloud AI-Powered Avaya IX Contact Center to Australia
    While we may think of artificial intelligence (AI) in customer support as robots relaying information over the phone to frustrated customers, the trut…
    2/21/2020

    Call Center Management
    Ozonetel Makes Live Call Analytics Possible for the Call Center
    Call center software provider Ozonetel has announced the launch of an all new AI-powered Speech Analytics Dashboard for Call Centers that company offi…
    2/21/2020

    Call Center Management
    AI Helps Reduce Average Handle Time and Boost Quality
    As call centers walk the fine line between a quality customer experience and cost control, it can become difficult for call center management to under…
    2/6/2020

    Call Center Management
    Online Pension Aggregator PensionBee Migrates to Vonage for 'Bee Keeping'
    When it comes to retirement accounts or pensions, many workers often find they're leaving benefits across multiple companies, which can make it awkwar…
    1/31/2020

    Call Center Management
    Does Increased Productivity Lie in Limiting Employee Bathroom Access?
    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…
    1/28/2020

    Call Center Management
    The Importance of Social Media for Hiring Talented, Engaged Agents
    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…
    1/23/2020

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