Call Center Management Featured Articles
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
Operating a 911 Call Center means network uptime and quality are critical at all times. When callers are seeking emergency assistance and need to comm…
7/28/2021
AI-powered virtual assistance company VAA Philippines now enables Amazon sellers to take advantage of chatbots for improved customer experiences.
7/28/2021
In an all-stock deal, valued at $14.7 billion, Zoom is diving headfirst into the contact center space with the acquisition of Five9. The purchase puts…
7/19/2021
Call centers are transforming into artificial intelligence-enhanced intelligent contact centers that are designed to enable faster interactions, deepe…
7/19/2021
Performance 360 Call Center has been dedicated to helping any displaced tourism workers get back into the customer service arena. They're offering a 1…
7/16/2021
"Due to COVID-19, wait times may be long."
Customers understood…16 months ago. If you're still using this as an excuse for poor customer service tod…
7/15/2021
Improvements to customer service are important for any business, after all, the customer is the lifeblood of the company and having great experiences …
7/9/2021
In the earliest days of self-service, technology was admittedly very clunky. Interactive voice response (IVR) had its limitations, and the dislike cus…
7/7/2021
The phrase "call center" is increasingly becoming a misnomer. While customers still pick up the phone for very complex issues, for other issues - or t…
7/2/2021
Customer engagement solutions provider Verint has been recognized by Gartner in the 2021 Magic Quadrant for the CRM Customer Engagement Center (CEC) r…
7/1/2021
Vonage has announced the release of Vonage Contact Center for Service Cloud Voice, bringing a new collection of work enhancement tools to call center …
6/29/2021
Fighting fraud is a bit like playing whack-a-mole: just when you think you've got it covered, the fraudsters find a new way to initiate fraud. In cont…
6/16/2021
Cloud-based contact center solutions provider LogMeIn has announced a collection of new features for the company's UCaaS platform, GoToConnect.
6/16/2021
Managing a call center can be challenging. There are agents to think about, demands from management, and then the customers. It's a balancing act that…
6/11/2021
Cloud communications service provider Nordis Technologies has announced its customer communications management system, Expresso®, has been approved by…
6/9/2021
Customer service interactions continue to play a vital role in strengthening the relationships between businesses and customers. When it comes to offe…
6/4/2021
In its earliest iterations, speech recognition technology was designed to do simply that: recognize the spoken word and translate it into written text…
6/4/2021
Asapp has revealed a new dataset for AI customer service systems that incorporates human dialogue to create more accurate and efficient customer exper…
6/2/2021
The call center space will benefit greatly by addressing accessibility. That includes support for hiring disabled workers, providing better customer s…
5/27/2021
Five9 and Mitel have signed a new partnership agreement to bring cloud-powered customer service solutions to businesses across the globe.
5/26/2021
Content Guru is a UK-based cloud communications provider that offers services in 30 countries through its cloud contact center-as-a-service solution c…
5/20/2021
Lending Solutions Inc., a provider of call center services for financial institutions has announced the opening of a new call center facility in Knoxv…
5/17/2021
Gridspace and Google Cloud have joined to bring financial and health industry call centers new cloud deployment and communications capabilities.
5/14/2021
How mature is your customer experience management initiative? It's an excellent question to ask. Customer experience efforts are one thing, but they'r…
5/7/2021
For the 13th year in a row, Verint has been selected by Gartner as a Leader in the 2021 Magic Quadrant for Workforce Engagement Management
5/5/2021
The travel industry is turning to contact center solution provider Bright Pattern to boost customer service operations in the opening economy.
5/4/2021
AI-powered communications solutions provider Dialpad has announced it is continuing it's go to market expansion strategy and will be increasing its pr…
4/29/2021
Thoma Bravo is a 40-year-old private equity firm that focuses on software and technology. The company owns more than 300 software and technology compa…
4/26/2021
For years, we have heard about how important it is for customers to be satisfied with call center experiences. In addition to stellar customer support…
4/26/2021
A deal was reached between Deutsche Bank and Union officials that will allow the company's call center employees to be eligible for wage increases and…
4/23/2021
Semafone and Avaya have announced they teamed up to offer a solution for this need in the market. As part of their global reseller partnership, they w…
4/16/2021
Lee Kayne will now be leading Carousel Industries' business strategy for contact center solutions.
4/15/2021
The State Bank of Pakistan (SBP) recently announced it plans to improve the standards for banking call centers by revising and consolidating regulator…
4/9/2021
Avaya has announced that the company's flagship CCaaS solution is now available for businesses in 40 new countries.
4/7/2021
US banking customers are continuing to call their financial institutions at least once per year, leading to elevated amounts of call center traffic. N…
4/1/2021
Lingo Communications helped Tahoe Forest Hospital create a new COVID19 call center in less than one week.
3/31/2021
A recent analysis by Frost & Sullivan revealed Avaya to be the leading provider of cloud-based communication services in the Southeast Asian market.
3/23/2021
Looking to strengthen expansion into the advisory and technical services market, Inflow Communications, a provider of strategic advisory, consulting, …
3/22/2021
British telecom provider BT will now be utilizing NICE contact center solutions for business clients.
3/19/2021
Alorica and Talkdesk are combining resources to deliver a complete and scalable CX package for clients.
3/18/2021
Zappix announced a new partnership with Lifesize to deliver automation, artificial intelligence and improved self-service options into the contact cen…
3/12/2021
Due to high call volume and increasing fraud, the Kansas department of labor will be expanding its call center staff to help process the requests.
3/9/2021
A study by Forrester Research found that [24]7.ai Engagement Cloud helped businesses cut business costs significantly, while also improving customer s…
3/8/2021
StarTele Logic has collaborated with Ucall, Angola for a customized contact center platform.
3/5/2021
Power outages due to a surprise Texas storm led the state government to open a call center for damage reports.
3/1/2021
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
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
Sitel Group has joined Tent and other companies to provide employment opportunities to Venezuelan refugees.
2/22/2021
New research reveals that contact centers are a major focus of the healthcare industry due to the ongoing pandemic.
2/17/2021
Omnichannel contact center technology company Noble Solutions recently conducted a contact center market survey to explore changes in customer behavio…
2/16/2021
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
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
Saudi Arabia now requires all call centers to be operated by Saudi citizens.
2/5/2021
Novelvox's Freshdesk CTI Launcher is now available for Cisco, Avaya and Genesys clients.
2/1/2021
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
The Department of Health and Environmental Control of South Carolina will be replacing a clunky and complicated system for vaccine distribution.
1/25/2021
Anywhere365® has been officially certified after rigorous testing by Microsoft Teams' Connect Contact Center program.
1/21/2021
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
As the trend of remote working continues during the pandemic, companies are turning to virtual reality for training.
1/13/2021
Haptik and Audiocodes have co-developed a customer support service that uses AI to deliver more realistic automated responses to users.
1/12/2021
Enghouse announced the acquisition of Lisbon-based omnichannel contact center solution provider Altitude Software. The purchase provides Enghouse an e…
12/31/2020
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
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
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
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
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
