Call Center Management Featured Articles
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
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
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
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
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
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
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
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
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
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
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
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
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
Numeracle is offering call blocking and labeling solutions so businesses know that calls coming through are verified and vetted
5/22/2020
Government services provider MAXIMUS recently announced a partnership with Genesys to offer the MAXIMUS Genesys Engagement Platform, an integrated, cl…
5/21/2020
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
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
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
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
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
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
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
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
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
Five9 is enabling businesses to quickly adopt teleworking strategies with its cloud contact center and Verint's WFM solution.
4/9/2020
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
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
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
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
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
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
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
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
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
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
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
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
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
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 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
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
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
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
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
AI has myriad uses in the call center, and can contribute much more than basic automation and the handling of simple tasks. New AI software is being u…
1/22/2020
The use of chatbots in the customer service space is on the rise, and call center managers are increasingly deploying the technology due to its myriad…
1/17/2020
Data is everywhere these days. If you're using any modern call center solutions at all, you're probably capturing a lot of information from your phone…
1/16/2020
Nashville's 911 emergency call center has been plagued by issues due to understaffing and low morale among agents. Some simple changes to management a…
1/10/2020
When it comes to call center training, what's your most valuable resource? Is it your e-learning software? Your years-old classroom training curriculu…
1/7/2020
Even if you're hiring experienced agents, chances are you're spending a lot of time training. Soft skills are important. So is empathy. Company polici…
1/3/2020
Companies today are striving for "digital transformation." It's a buzzword-friendly way of reworking their technology infrastructure to reflect today'…
1/2/2020
PSCU, a company that was formed back in 1977 to provide services for credit unions across the country, has announced its latest move to streamline cal…
12/27/2019
Cloud-based communications provider Fuze has partnered with Snap Recordings, a company that specializes in personalized, automated voice recordings. T…
12/27/2019
If your business sees any seasonal sales for the holidays, chances are, the pressure is on full-steam now, and won't let up anytime soon. After the ho…
12/18/2019
While your contact center may track many performance metrics, it can be argued that the most important metric is the customer experience. Sure, it's n…
12/16/2019
Verint, best known for its robust cyber intelligence and customer engagement solutions, is splitting these units into two independent companies. The m…
12/12/2019
For many employees, a good start is important to set the tone of the worker's entire employment. In a face-paced and technology-dependent job like the…
12/11/2019
Comcast has teamed up with Connect Direct to launch its ASL Now customer service offering. The solution is geared toward deaf subscribers, enabling th…
12/5/2019
Municipalities play a key role in maintaining regulations and order for the local areas they serve. Important offices assist with various needs of cit…
12/4/2019
Verint customers are using the company's voice biometrics solution for enhanced identity protection.
11/26/2019
Mitel has enhanced its cloud offerings to enable businesses to deliver better customer experiences.
11/25/2019
Verint's Financial Compliance platform ranked as top compliance-side solution, helps reduce regulatory complexity for clients.
11/19/2019
Managing a call center can be a daunting and challenging task for even the most experienced manager. Taking advantage of the right mix of technology t…
11/18/2019
Call center work has spikes of activity that can be followed by a low ebb of calls, which often leads agents to look for entertainment, whether it's s…
11/12/2019
Managing a call center is a complex task, and keeping agents engaged and happy is vital to achieving maximum productivity and customer satisfaction. C…
11/11/2019
UJET unveiled a new SMS adapter solution to support enterprise contact centers, the new SMS adapter enables any Salesforce CRM user to rapidly and eas…
11/8/2019
If you're starting a new customer support program, or rethinking the one you've already got, you may be wondering if it makes sense to keep operations…
11/5/2019
In a move to bring their data security and multi-channel compliance solutions to more customer interactions, Semafone partnered with Unytalk Inc. to i…
10/30/2019
The Customer Engagement Company, Verint announced enhancements to Verint's Knowledge Management Professional solution promising increased efficiency a…
10/25/2019
Information management solution provider OpenText recent its launched OpenText Core Experience Insights, a software-as-a-service application that aims…
10/24/2019
Chatbots and voice assistants are reducing the time on hold, making the jobs of agents easier and more meaningful and changing how businesses get thei…
10/17/2019
Per recent reports from Frost & Sullivan and DMG Consulting LLC, Verint has increased its market leadership in the Asia Pacific region. Echoing these …
10/15/2019
Customer support quality is more important than ever in 2019. In most surveys, nearly 100 percent of customers note that customer service is an import…
10/9/2019
The job of a call center agent is never an easy one. In addition to being under constant pressure to perform optimally call after call, add to the mix…
9/30/2019
AI and voice-based data analytics promise to bring major productivity and efficiency improvements to the call center while helping managers keep custo…
9/26/2019
Customers who have positive experiences with a company are more likely to remain loyal, purchase again, and recommend that company to others. Simply p…
9/25/2019
We hear a lot about "big data" today, but most companies are still unaware of how to take advantage of the concept to the fullest. Unanalyzed data is …
9/19/2019
The National Autistic Society announced the selection of the Verint Community solution to enhance its interactive member forum, which allows members t…
9/16/2019
It's easy to talk time and again about the importance of properly training both new and seasoned agents in your call center. You want them to always b…
9/13/2019
The contact center is a bustling hub of customer interactions. And as technology opens the door to a new day in engagement tools and the omnichannel e…
9/13/2019
Preparation, scheduling and management are critical for any call center and are especially important before, during and after a natural disaster. Hurr…
9/6/2019
Preparation, scheduling and management are critical for any call center and are especially important before, during and after a natural disaster. Hurr…
9/6/2019
You may have heard that quality monitoring technologies such as voice of the customer (VoC) are the ideal means for capturing net promoter scores (NPS…
9/3/2019
Call center recruitment practices are key to finding and retaining the best agent talent available in the marketplace.
8/30/2019
When attempting to fill seats in the contact center - always a necessity because of frequent high turnover - it's tempting to hire the first resumes t…
8/27/2019
While Walmart is the world's largest company by revenue - it nets around $485 billion each year, according to the Fortune Global 500 List - this doesn…
8/21/2019
Speech analytics are an important part of AI's integration in contact center and customer service solutions, offering valuable insights that can impro…
8/19/2019
It costs a lot to run a contact center, and most of your investment is in your agents. You pay them a salary and benefits, plus the costs of recruitin…
8/13/2019
Companies today spend a great deal of time trying to meet customer wants and needs by guessing at what those wants and needs are. Often, they come up …
8/12/2019
Many companies view the contact center as a kind of necessary evil - a cost center that can't be avoided. A few companies, however, manage to turn the…
8/7/2019
What's the most critical process in your contact center? Of course, your ultimate goal is to provide customer service excellence, but how do you achie…
8/2/2019
Google has made significant enhancements to its Contact Center AI solution, which uses machine learning to assist customer service agents and promote …
7/31/2019
The cloud is certainly a transformative technology touching all points of industry. From the IoT and SD-WAN, to the c-suite and the contact center, th…
7/26/2019
By being proactive about potential outages and disruptions to their call centers and having a solid backup and continuity plan in place, managers can …
7/25/2019
AI agents are slated to replace around two-thirds of managers over the next five years, transforming the workplace of the future.
7/19/2019
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…
7/17/2019
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…
7/12/2019
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…
7/9/2019
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…
7/3/2019
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…
7/2/2019
