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.

2019 is still brand new, and while many of us are struggling with getting to the gym and eating more vegetables, it might be easier to focus on turnin…

IVR is as important as it has ever been and is tied intimately to business success. If you aren't able to deliver on expectations at the first point o…

Being a call center manager is no easy task. People in this position typically do agent recruiting, hiring, and onboarding. Managers coach, educate, e…

Being a call center manager is no easy task. People in this position typically do agent recruiting, hiring, and onboarding. Managers coach, educate, e…

Advanced workforce management software can help contact center managers juggle all their tasks while meeting organizational goals and making life bett…

Working to improve negative perceptions can help contact centers attract better talent, retain top performers, and keep employees and contractors enga…

If your aim is to optimize operations so you can deliver better customer service and meet business goals, you probably want to establish or revisit yo…

Banks and contact centers are separate environments with different goals and services. But they both exist to serve customers and drive business resul…

Let's take a deeper dive at some of the types of technology available to aid call center management in its quest of exceptional customer service. Putt…

Tech support fraud is on the rise, and it's getting more sophisticated. Last year it rang up nearly $15 million in losses.

One way banks can improve customer experience is by employing workforce optimization software. Research firm Ovum says integrating WFO across back off…

Never underestimate the power of empathy.

Contact centers require a broad range of functionality.

Performance management in call centers and contact centers requires never-ending work. But continuous effort in this arena can be well worth the time …

Ultimately, getting to yes means discovering what the customer wants, building trust and engagement, and showing them how you can help.

Voice-activated technology doesn't just afford us fun tools for our private lives. This technology is playing an increasingly pivotal role in the prof…

This article offers tips on how to improve the call center and contact center onboarding process for both organizations, managers and HR leaders, and …

Training, quality monitoring, coaching, and followup are key to successfully addressing contact center change and performance improvement goals.

Businesses and customers benefit when they can work with educated, professional individuals who are empathetic, able to solve problems, and have speci…

Five9, Genesys, Monet Software offer tips on how to improve contact center outcomes.

When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with …

Here are a few tips on how to make your contact center more effective, efficient, rewarding, and fun.

Monet Software's white paper "Seven Strategies for More Effective Quality Assurance in Your Contact Center" explains how organizations can optimize th…

Working in a contact center isn't easy. So it's important for call center leaders to create positive environments and keep agents motivated. Here are …

Establishing a multilingual call center can allow for expedited problem resolution. And it can help your business increase customer loyalty and satisf…

There are a wide array of key performance indicators contact centers use to measure their success. But first call resolution may be the most important…

Adding speech analytics to your contact center can give businesses a competitive edge.

TMC named Monet Software's Monet WFO a 2018 Contact Center Technology Award winner. The unified cloud workforce optimization solution is a robust offe…

A recent report from Dimensional Research and Squelch indicates that most customer support people want to do a good job, but may struggle to do so usi…

Call centers tend to be very controlled environments that seem to exist to meet key performance indicators. There are several best practices these fac…

AI has outperformed humans in reading comprehension, may encourage customers to be more honest, take the time to customize their own solutions.

As interest in and adoption of artificial intelligence-based solutions grow, so does the number of surveys and studies on this important topic. Some o…

Hiring good people, outfitting them with the right tools and training to get the job done, and supporting them by creating the right culture and posit…

How positive coaching can drive success on in the contact center and on the court.

What matters is that the person, the AI assistant, (or the street furniture) treats the customer with dignity, empathy, and personalized care.

Speech analytics systems can boost contact center operational efficiency.

The businesses that can figure out how to align the interests and systems of these different interest groups, however, will understand prospects and t…

To deliver great CX and meet other business goals, contact centers need to pay attention to employee experience. Having the right contact center manag…

To deliver better CX, organizations should look at the user experience their individual processes and systems - like their interactive voice response …

From a business standpoint, the most fundamental and important piece of unstructured data is text, and organizations have the potential to harness the…

In the new world of sales, the days of one-and-done customer interactions don't really work anymore. So sales people need to keep in touch with custom…

The opportunities for artificial intelligence to enhance productivity and influence the future of work seem to be limitless. One place businesses are …

It's so important for employers to encourage and reward their workers, and to provide them with the tools and support they need to be successful - so …

Cloud communications platform provider Twilio announced a partnership with Google Cloud, which will result in the integration of Contact Center AI int…

The call center is the front line for customer service, serving as a typical initial point of contact. Each interaction poses the opportunity to build…

Sometimes we need to get on the phone with a live agent. Often, however, we can find solutions ourselves using a FAQ list, a YouTube how-to video, or …

If you are considering outsourcing your call center or contact center, be sure to look before you leap. Set expectations upfront about service level a…

Liveops says only modernized call centers allow for optimal forecasting, scheduling, and agent payment and recruitment.

Call centers can use forecasting tools to estimate expected shrinkage. And they can leverage proven strategies and new technology to lessen shrinkage.

Anyone who's in charge of a 911 emergency response call center needs to be sure all their people, processes, and technology are ready to meet the need…

Know what you stand for, build your brand, and use marketing and HR to promote your successes.

Understanding what's normal in terms of individual and industry-wide churn, as well as churn for businesses with a similar focus and customer target, …