Call Center Management Featured Articles
As more companies seek to deliver their customer support via the cloud, the global market for contact center-as-a-service (CCaaS) is heating up.
1/30/2023
Ventana Research recently published its Customer Experience Management Value Index 2023 report in order to help companies choose customer experience s…
1/27/2023
A recent study by Incisiv, in collaboration with Blue Yonder and Microsoft, found that shoppers are increasingly leveraging digital platforms, with 93…
1/19/2023
Broadvoice launched the GoContact omnichannel cloud contact center solution for business customers in North America.
1/16/2023
Videoconferencing platform Zoom curated its Essential Apps offering to help overcome unproductive meetings.
1/12/2023
Caribbean Airlines signed an agreement with British startup Connect-EZ to offer calling services through an app for its customers.
1/11/2023
India-based communications solutions provider HoduSoft has announced an omnichannel contact center tailored for the insurance industry and improved cu…
1/6/2023
KBP partnered with mobile brand experience company Vibes to test a SMS and mobile wallet program at 162 participating KBP-owned Kentucky Fried Chicken…
1/3/2023
The University of Phoenix chatbot, Phoebe, handles 1,700 interactions a day since its full-scale launch in 2021.
12/30/2022
The GameOn platform leverages intelligent chat, empowering teams and sports brands to connect with audiences in real time and drive more engagement.
12/27/2022
Chattermill announced a $26 million Series B funding round to double down on its growth, expanding its platform capabilities to meet its vision as the…
12/15/2022
To try and combat phone spam challenges, companies are turning to high-technology voice and call identification solutions.
12/14/2022
To derive better insights from the company's more than 500 million annual customer interactions, Startek recently adopted Verint Speech Analytics.
12/12/2022
More than 80% of marketing executives report difficulty in making data-driven decisions despite all of the consumer data at their disposal.
12/2/2022
More than half of SMBs say they will be integrating new omnichannel technology into their tech stacks in 2023 to deliver a better customer experience.
11/28/2022
Verint Customer Engagement Platform is now more tightly integrated with Zoom Contact Center, an omnichannel contact center solution.
11/16/2022
Jetson, an e-mobility provider, has selected Khronos to improve its digital customer engagement as it continues to scale its business.
11/14/2022
Brands are repeatedly told that customers want choice over engagement channels, and consistency across channels, yet many businesses still are falling…
11/3/2022
Unlike scripted bots that force people down a predefined path, Conversica's AI-powered RDAs leverage the most advanced, largest language models availa…
10/31/2022
Companies are moving to CCaaS providers to expand their talent pools and leverage AI and chatbots to handle many customer service interactions.
10/28/2022
Contact centers have a large pool of temporary workers to leverage for the holiday season, if they can meet workers needs for scheduling flexibility.
10/25/2022
The global call center market is expected to reach $22.2 billion by the end of this year, and will continue to grow at a 10.8% CAGR, reaching $47.6 bi…
10/24/2022
Qualtrics' new real-time contact center innovations will help agents be more productive and deliver customer support with empathy.
10/19/2022
Phone remains a key interaction channel and businesses and contact centers will be able to create modern voice workflows.
10/10/2022
Verint Conversational AI provides actionable responses across channels, including voice, social media channels, and smart speakers.
10/7/2022
More than half of call center calls are hung up because customers experience disruptive background noise.
10/6/2022
HelloFresh looked to Medallia to transform its U.S. contact center experience and turn customer insights into action to improve the experience for cus…
9/30/2022
Fraud is on the rise in the contact center as criminals seek to work their way around agent-led interactions to gain access to consumer information an…
9/27/2022
Most contact centers aren't collecting as much customer experience data to effectively improve their service delivery.
9/21/2022
Verint and its customers are in line to receive contact center excellence recognition for outstanding customer support capabilities.
9/21/2022
To reduce spending, customers are cutting ties with companies that don't live up to digital customer experience expecatations.
9/16/2022
The Miami International Airport cut the number of inquiries to its social channels nearly in half due to the Mia chatbot.
9/12/2022
Global spending on conversational AI solutions within contact centers is forecast to reach nearly $2 billion this year.
9/8/2022
Contact center agents prefer remote work and would rather quit than be forced to go back to the physical office environment.
9/1/2022
Smart companies are going beyond "omnichannel" customer experiences and focusing more on the blending of contact center channels.
8/29/2022
CallMiner announced new integrations with Genesys Cloud CX and Amazon Connect to enable organizations to gain quick access to real-time analytics capa…
8/23/2022
Alorica is a BPO company that offers a number of CX solutions powered by a range of contact center and workforce management tools and technology from …
8/19/2022
Kyndryl is collaborating with Five9 on cloud-based contact center solutions that deliver personalized experiences to customers and employees.
8/15/2022
Five major updates for Reputation's social publishing and social listening tools will enable marketers to more efficiently manage social channels in o…
8/12/2022
Innovating the customer experience requires forward-thinking leadership that is open to exploring new experiences, technology and approaches in the co…
8/11/2022
IRIS Clarity recently conducted a study that concluded that 89 percent of agents believe noise negatively impacts call quality.
8/5/2022
Talkie.ai raised $2.6 million from a Polish-Austrian consortium of VC funds and will use the funds to further specialize in creating technology for he…
8/2/2022
Research group Accenture found that 88 percent of business of executives believe that customers and employees are changing faster than they can change…
7/28/2022
Pindrop announced its anti-fraud and authentication solutions are available in the Odigo Connect marketplace.
7/26/2022
Inflation is increasing the expectation of excellent customer service according to a new study commissioned by AI-powered conversational intelligence …
7/22/2022
A recent study issued by customer engagement company Verint found that fewer than 36 percent of consumers under 40 prefer to visit stores when interac…
7/18/2022
Contact centers believe in the value of artificial intelligence, but lack the expertise to truly leverage new technologies.
7/14/2022
As retailers refactor their customer engagement strategies, they must consider that Gen Z and the Millennial customers have more complex purchase jour…
7/14/2022
ConvergeOne, a provider of customer experience solutions, announced this week that GTA has named it a GTA Direct-approved vendor for hosted contact ce…
7/7/2022
CallMiner, a provider of conversation intelligence to drive business improvement, announced this week that it has been named the Best Overall AI-based…
7/5/2022
The chatbot market growth is expected to reach $3.62 billion by 2030. The market was worth $526 million in 2021.
6/29/2022
Intrado Corporation, a provider of tech-enabled services, has launched Intrado Power Access.
6/27/2022
Verint recently introduced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagemen…
6/20/2022
The explosion of online digital customer interactions during the pandemic are expected to continue growing at a rapid pace, post-pandemic.
6/6/2022
Customer data platforms are growing exponentially, with AI-based services providing critical insights into customer preferences and purchasing pattern…
6/2/2022
Intelligent workforce platform solutions provider Observe.AI announced the launch of its new Auto QA product.
5/31/2022
Contact center leaders today need a single solution that can automate their most common customer service issues across channels for consistent custome…
5/26/2022
, 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
