Call Center Management Featured Articles

, Zoom announced that it has entered into a definitive agreement to acquire Solvvy, a conversational artificial intelligence (AI) and automation platf…
5/20/2022

Zendesk Inc. unveiled new conversational customer relationship management. Zendesk also announced a new employee experience offering.
5/17/2022

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

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

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

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

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

Avaya announced it was recently chosen to provide its Avaya OneCloud platform for Advanced Call Center Technologies (ACT).
4/19/2022

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

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

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

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

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

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

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

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

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

UJET's new offering provides peace of mind for contact center operations thanks to automatic failover between public cloud infrastructures.
3/11/2022

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

Tucson officials recently appointed Sharon McDonough to the position of director of Tucson's Public Safety Communications Department, the office that …
3/9/2022

CaaS solution company and IDT subsidiary net2phone announced the acquisition of Integra, a contact center solution provider operating in Europe, North…
3/4/2022

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

Cloud-based customer service solutions provider LiveVox Holdings, Inc. announced a strategic partnership with Sandler Partners. The agreement will bri…
3/2/2022

Two leading hotel chains recently turned to Bright Pattern to deploy its omnichannel contact center software.
2/25/2022

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

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

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

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

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

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

Contact center solution developer 3CLogic recently revealed Körber Business Area Pharma, a leading provider of Manufacturing Execution Systems (MES) p…
2/9/2022

Cloud contact center leader Talkdesk recently announced Wealthify, a UK-based digital investment service provider, selected Talkdesk CX Cloud to trans…
1/31/2022

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

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

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

Unified-CXM platform provider Sprinklr is one company attempting to improve contact center operations, recently announcing the launch of Sprinklr Mode…
1/21/2022

While artificial intelligence will never replace human intelligence, it has helped many companies build a solid customer support foundation, handling …
1/19/2022

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

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

What's the difference between multichannel and omnichannel? While many organizations have multiple channels through which customers can contact them, …
1/14/2022

Offering customers a solid product portfolio and providing quality service is certainly a strong plan for business development. With global competitio…
1/13/2022

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

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

What will customer service look like once the global COVID-19 pandemic is over? It's a reasonable question. Certainly, customers will disregard the pa…
1/3/2022

Eckoh officially purchased secure payment solutions provider Syntec for £31 million ($41 million), and will use Syntec's products and expertise to exp…
12/30/2021

As businesses start to rebuild and look to strengthen customer service, the push to improve call center conditions and benefits is on the rise.
12/28/2021

Improving customer service has been a high priority across all areas of businesses. That need turned up dramatically over the course of the pandemic, …
12/23/2021

Business software solution company Q-nomy recently revealed a new virtual lobby application for contact center and customer service operations.
12/21/2021

In 2020, many call centers management teams decide to make a major shift in their operations. Although many call centers were already considering a di…
12/15/2021

According to a recent article by Independent, BT Group revealed plans to hire 150 new contact center agents to support its New Castle contact center, …
12/13/2021

Cloud communications leader 8x8 recently announced DMV Veterinary Centers, one of Canada's leading animal emergency service providers, is utilizing th…
12/9/2021

To help companies make the best choices when they embark on digital reinvention, TTEC Holdings, Inc., a provider of customer care services and technol…
12/7/2021

According to a recent article by John O'Hara, President of EMEA at NICE Systems, 2022 will mark a critical turning point for investing in contact cent…
12/6/2021

NTT Marketing ACT, one of the largest business process outsourcers (BPO) in Japan, has announced it will utilize NICE Nexidia and Enlighten solutions …
12/3/2021

Memphis Light Gas and Water will now offer customers additional customer service hours after customers experienced delays in service lasting hours.
11/22/2021

To provide traditional contact centers with advanced self-service features, CX leader NICE partnered with Google Cloud to offer customers an integrati…
11/19/2021

Blue Prism and AWS joined to enhance contact center operations through the deployment of advanced digital robots.
11/17/2021

Thrio launched ThrioRedact, which uses AI and encryption features to protect private customer/business data across digital channels.
11/15/2021

Beginning in October of 2021, cyber security experts noted incidences of a new type of attack in which fraudsters "spoof" a typical Amazon order confi…
11/9/2021

Coinbase acquired AI-startup Agara to help improve phone-based customer service through automation and machine learning.
11/9/2021

Occupancy is one of the most important metrics in the call center today. Generally defined, it's how busy a call center's agents are. It's calculated …
11/5/2021

Taylor Reach has been recruited by an unnamed US county government agency to provide management training for its remote/hybrid contact center operatio…
11/5/2021

C3 Complete and Grupo NGN have formed a strategic alliance to provide C3 Complete channel partners with Grupo NGN's full portfolio for sales.
11/2/2021

Finexio has announced a partnership with Nordis Technologies to offer it's business-to-business (B2B) accounts payable payments for the hospitality, h…
10/29/2021

Government organizations are making the switch to digital, but should consider the potential consequences of leaving crucial public services unprotect…
10/26/2021

In a move that will continue to push its market expansion efforts forward, CallMiner has announced the acquisition of audio and screen capture provide…
10/21/2021

Automation software startup SaaS Labs announced it has received $17 million in new funding from investors.
10/18/2021

The recipe for a successful call center is to ensure workers are engaged and happy. There are a few key ways managers can achieve this to ensure their…
10/15/2021

To help improve the conversations businesses are having with customers, CallMiner has announced it is now providing its CallMiner Eureka Platform for …
10/14/2021

Payment processing company Square is hoping to bring 250 new employees on board to boost contact center operations.
10/11/2021

Payment processing company Square is hoping to bring 250 new employees on board to boost contact center operations.
10/11/2021

Call center company Five9 recently reiterated its positive future as a standalone company in the wake of the collapse of a purchase deal by videoconfe…
10/6/2021

Auraya has announced that version 2.1.2 of the EVA Voice Biometric solution has received accreditation from the AWS Foundational Technical Review.
10/5/2021

The Sprinklr Modern Care Platform has been overhauled with new solutions to help agents improve efficiency of customer inquiries, as well as tools for…
10/4/2021

As the world still struggles to cope with the effects of the COVID-19 pandemic, much of it is experiencing labor shortages: from truck drivers to supe…
9/29/2021

CPaaS provider Fonative has noticed a surge in usage over the course of the pandemic, as businesses look for alternative options for remote work setup…
9/29/2021

Amazon has announced three new capabilities for the Connect contact center solution, offering users advanced digital features for maintaining exceptio…
9/27/2021

A recent study conducted by Verint measured the customer satisfaction (CSAT) scores for the nation's top 25 health insurers. "The Verint Experience In…
9/22/2021

In an effort to address the ever-growing number of telephone marketing calls, Congress enacted the Telephone Consumer Protection Act (TCPA) in 1991. T…
9/21/2021

Automation in the call center is critical technology for smooth operations. Most callers don't need a live agent, as their calls are routine: balance …
9/14/2021

Data analytics solutions provider Lexalytics has been purchased by InMoment after completing the necessary requirements for approval.
9/13/2021

Allied First Bancorp, a full-service bank in Oswego, Illinois which provides financial services to customers nationwide, has announced a new partnersh…
9/10/2021

In films and documentaries of the past, bank robbers wore black, carried revolvers and entered the bank wearing a mask and a menacing demeanor. Today,…
9/9/2021

A new research report by CX leader Talkdesk has found that only a small portion of retail contact centers are taking advantage of AI-powered solutions…
9/8/2021

The call center industry has one of the highest rates of worker turnover. By properly onboarding new agents, call centers can reduce churn and ensure …
9/3/2021

A new report from conversational AI company Avaamo shows that customers prefer AI and automation. The technologies result in improved customer satisfa…
9/3/2021

Customer support technology giant Zendesk say it believes a key component of providing great customer experiences includes ensuring that helpdesk and …
9/1/2021

Three individuals have pleaded guilty to running illegal call center operations that stole millions from unsuspecting elderly victims.
8/31/2021

Phone calls remain a primary way for businesses to interact with their customers, even in the age of omni-channel communications. By implementing a fe…
8/27/2021

Yext announced it has launched Yext AI Search on Salesforce AppExchange to help companies improve the customer support experience for both agents and …
8/26/2021

Edify's latest version of the Huddle CX solution offers service agents new resources for enhancing customer journeys from every angle.
8/23/2021

The COVID-19 pandemic has changed consumer behavior and expectations, which is driving changes in marketing strategy and tactics. The new State of Mar…
8/19/2021

Remote workers at Apple call center contractor Teleperformance in Colombia have complained about the company's plan to install AI-powered cameras, voi…
8/19/2021

InfoBird recently announced the release of WeChat Call Center, offering business solutions that focus on forming better relationships with customers t…
8/18/2021

Global online shopping powerhouse Amazon recently revealed it is contemplating plans to deploy software that will monitor the keystrokes and mouse mov…
8/13/2021

As the COVID-19 pandemic has progressed - seemingly with few signs of letting up - customers' need for support has escalated. Customers who may ordina…
8/13/2021

In the state of Kansas, they are ramping up efforts to help citizens who are looking to get back out into the field by adding $11 million in assistanc…
8/13/2021

Verint announced the acquisition of Conversocial to compliment The Customer Engagement Company robust portfolio with one-to-one personalized messaging…
8/11/2021

Wings Credit Union will be using Nuance's Intelligent Engagement Platform and Gatekeeper solution to provide customers with services that meet the dem…
8/4/2021

. This week, police in Delhi, India arrested 12 people who were reportedly running a fake call center that fraudulently took money from call recipient…
8/2/2021