Call Center Management Community
  • Home
  • latest content   
    • Featured Articles
    • Latest News
  • Resources   
    • E-Book: The Benefits of Call Center Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Call Center Management
  • Contact Us
  • RSS Feeds
  • Home
  • Featured Articles
  • Latest News
  • Resources   
    • E-Book: The Benefits of Call Center Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Call Center Management
  • Contact Us
  • RSS Feeds

Call Center Management Featured Articles

    Call Center Management
    Zoom Acquiring Customer Support AI and Automation Platform Solvvy
    , Zoom announced that it has entered into a definitive agreement to acquire Solvvy, a conversational artificial intelligence (AI) and automation platf…
    5/20/2022

    Call Center Management
    Zendesk Unveils New Conversational CRM Solutions
    Zendesk Inc. unveiled new conversational customer relationship management. Zendesk also announced a new employee experience offering.
    5/17/2022

    Call Center Management
    Pindrop Debuts Voice Authentication Solution for Google Cloud Contact Center
    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

    Call Center Management
    iQor Continues Domestic Contact Center Expansion, Opens New Facility in Allentown, PA
    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

    Call Center Management
    Contact Center Automation Company Replicant Announces New Funding Round
    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

    Call Center Management
    More Than Half of Customers Would Pay More for an Excellent Customer Experience
    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

    Call Center Management
    When Customers Speak, Are You Listening?
    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

    Call Center Management
    ACT Chooses Avaya OneCloud to Improve Experiences, Lower Costs
    Avaya announced it was recently chosen to provide its Avaya OneCloud platform for Advanced Call Center Technologies (ACT).
    4/19/2022

    Call Center Management
    Talkdesk Named Chrome Enterprise Recommended Partner
    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

    Call Center Management
    AI Missing the Customer Service Mark
    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

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

    Call Center Management
    Canceled Flight, Poor Customer Communications Plague Allegiant Air
    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

    Call Center Management
    India's Kerala Tourism Announces WhatsApp Chatbot
    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

    Call Center Management
    Twilio Debuts New API to Bring Chat Channels Under Single Umbrella
    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

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

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

    Call Center Management
    City of Charlotte Outlines the Importance of Its 311 Call Center
    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

    Call Center Management
    UJET Launches CX Intercloud Cloud Failover Solution
    UJET's new offering provides peace of mind for contact center operations thanks to automatic failover between public cloud infrastructures.
    3/11/2022

    Call Center Management
    The Top Auto Dialer Software Companies of 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

    Call Center Management
    Tucson Appoints New Director of 911 Call Center
    Tucson officials recently appointed Sharon McDonough to the position of director of Tucson's Public Safety Communications Department, the office that …
    3/9/2022

    Call Center Management
    net2phone Strengthens Portfolio with CCS Acquisition
    CaaS solution company and IDT subsidiary net2phone announced the acquisition of Integra, a contact center solution provider operating in Europe, North…
    3/4/2022

    Call Center Management
    Study Finds Biometrics Key to Convenient Customer Authentication
    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

    Call Center Management
    LiveVox and Sandler Partners Sign Agreement to Deliver LiveVox CCaaS
    Cloud-based customer service solutions provider LiveVox Holdings, Inc. announced a strategic partnership with Sandler Partners. The agreement will bri…
    3/2/2022

    Call Center Management
    Leading Hotel Chains Deploy Bright Pattern Contact Center Software
    Two leading hotel chains recently turned to Bright Pattern to deploy its omnichannel contact center software.
    2/25/2022

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

    Call Center Management
    Voximplant Selects Avatar in Drive Toward Automation
    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

    Call Center Management
    Tools and Techniques for Managing Remote Call Center Agents
    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

    Call Center Management
    Outdated Tech Compromising Agent Performance
    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

    Call Center Management
    New Observe.AI Solution Helps Drive Successful Sales Behavior in the Contact Center
    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

    Call Center Management
    India-Based Call Centers Indicted for Scam Operations
    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

    Call Center Management
    Korber Transforms Global Contact Center Operations with 3CLogic
    Contact center solution developer 3CLogic recently revealed Körber Business Area Pharma, a leading provider of Manufacturing Execution Systems (MES) p…
    2/9/2022

    Call Center Management
    Wealthify Transforms Customer Support with Talkdesk CX Cloud
    Cloud contact center leader Talkdesk recently announced Wealthify, a UK-based digital investment service provider, selected Talkdesk CX Cloud to trans…
    1/31/2022

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

    Call Center Management
    Piecing Together Proactive Customer Service
    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

    Call Center Management
    BPO Giant Webhelp to Establish Offices in Israel
    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

    Call Center Management
    Sprinklr Launches Modern Care Voice Solution
    Unified-CXM platform provider Sprinklr is one company attempting to improve contact center operations, recently announcing the launch of Sprinklr Mode…
    1/21/2022

    Call Center Management
    Customer Support AI Company Verloop.io Partners with Vonage
    While artificial intelligence will never replace human intelligence, it has helped many companies build a solid customer support foundation, handling …
    1/19/2022

    Call Center Management
    Content Guru Unveils SMB-Focused Contact Center Bundle
    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

    Call Center Management
    Second Nature Secures New Investments for Sales Coaching Platform
    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

    Call Center Management
    Omnichannel Integration is Key to a Seamless Customer Experience
    What's the difference between multichannel and omnichannel? While many organizations have multiple channels through which customers can contact them, …
    1/14/2022

    Call Center Management
    Carbyne Introduces New Leadership Team
    Offering customers a solid product portfolio and providing quality service is certainly a strong plan for business development. With global competitio…
    1/13/2022

    Call Center Management
    Maryland E-Z Pass Customer Service Issues Causing Havoc for Drivers
    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

    Call Center Management
    Waterfield Technologies Buys Speech-Soft, Sets Eyes on Global Expansion
    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

    Call Center Management
    What Will The 'Post Pandemic' Customer Experience Look Like?
    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

    Call Center Management
    Eckoh Announces Acquisition of Syntec Holdings
    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

    Call Center Management
    Call Centers Offer Better Benefits in Hopes to Attract Talent
    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

    Call Center Management
    DHL Supply Chain Chooses Avaya OneCloud for Better Contact Center Services
    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

    Call Center Management
    Q-nomy Intros Virtual Waiting Room
    Business software solution company Q-nomy recently revealed a new virtual lobby application for contact center and customer service operations.
    12/21/2021

    Call Center Management
    During a Global Pandemic, Which Call Center Metrics Are the Most Important?
    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

    Call Center Management
    BT Group Hiring 150 Agents for Refurbished Contact Center
    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

    Call Center Management
    DMV Veterinary Transforms Emergency Care With 8x8 Contact Center for Microsoft Teams
    Cloud communications leader 8x8 recently announced DMV Veterinary Centers, one of Canada's leading animal emergency service providers, is utilizing th…
    12/9/2021

    Call Center Management
    TTEC Holdings Introduces Jump Start Calculator to Help Digitize the Customer Journey
    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

    Call Center Management
    NICE President Speculates Spike In Contact Center Investments in 2022
    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

    Call Center Management
    NICE Offers AI, Smart Quality Management for Japanese BPO
    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

    Call Center Management
    MLGW Offers Extended Customer Service Hours Due To High Volume
    Memphis Light Gas and Water will now offer customers additional customer service hours after customers experienced delays in service lasting hours.
    11/22/2021

    Call Center Management
    NICE Teams with Google Cloud for CXone Integration
    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

    Call Center Management
    Blue Prism and AWS Reveal Strategic Partnership
    Blue Prism and AWS joined to enhance contact center operations through the deployment of advanced digital robots.
    11/17/2021

    Call Center Management
    Thrio Introduces ThrioRedact to Halt Data Loss
    Thrio launched ThrioRedact, which uses AI and encryption features to protect private customer/business data across digital channels.
    11/15/2021

    Call Center Management
    New Amazon Scam Phishes Victims with Call Center and Legitimate Amazon Pages
    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

    Call Center Management
    Coinbase Aims to Revamp Customer Service with Agara Acquisition
    Coinbase acquired AI-startup Agara to help improve phone-based customer service through automation and machine learning.
    11/9/2021

    Call Center Management
    Denver Emergency Call Centers Struggle with Occupancy and Vacancy
    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

    Call Center Management
    Taylor Reach Selected for Remote Contact Center Training
    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

    Call Center Management
    C3 Complete Announces Strategic Alliance with Grupo NGN
    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

    Call Center Management
    Nordis Technologies & Finexio Partner for B2B Accounts Payable Offering
    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

    Call Center Management
    Protecting Emergency Services from Criminal Activity
    Government organizations are making the switch to digital, but should consider the potential consequences of leaving crucial public services unprotect…
    10/26/2021

    Call Center Management
    CallMiner Buys OrecX
    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

    Call Center Management
    SaaS Labs Secures $17 Million in Investment Funds
    Automation software startup SaaS Labs announced it has received $17 million in new funding from investors.
    10/18/2021

    Call Center Management
    Key Ways Call Center Managers Can Keep Workers Happy and Engaged
    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

    Call Center Management
    CallMiner & Azure Combine AI to Improve Customer Conversations
    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

    Call Center Management
    Square Inc. Starts Search for 300 New Call Center Employees
    Payment processing company Square is hoping to bring 250 new employees on board to boost contact center operations.
    10/11/2021

    Call Center Management
    Square Inc. Starts Search for 300 New Call Center Employees
    Payment processing company Square is hoping to bring 250 new employees on board to boost contact center operations.
    10/11/2021

    Call Center Management
    Five9 Looks to the Future After Rejection of Purchase by Zoom
    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

    Call Center Management
    Upgraded Edition of Auraya Biometrics Solution Meets AWS Standards
    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

    Call Center Management
    Sprinklr Reveals Latest Edition of Modern Care Platform
    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

    Call Center Management
    Call Center Onboarding Becomes More Challenging in Remote Work Environments
    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

    Call Center Management
    Fonative Reports Spike in Secure Agent Solution Adoption
    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

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

    Call Center Management
    Verint Releases Report Ranking Health Insurers Customer Satisfaction Scores
    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

    Call Center Management
    SCOTUS Decision on TCPA Doesn't Let Marketers Off the Hook
    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

    Call Center Management
    IBM Adds New Features to Watson Assistant for Call Centers
    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

    Call Center Management
    InMoment Announces Finalization of Lexalytics Acquisition
    Data analytics solutions provider Lexalytics has been purchased by InMoment after completing the necessary requirements for approval.
    9/13/2021

    Call Center Management
    Allied First Bank Chooses Finn AI Chatbots for Better Customer Experiences
    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

    Call Center Management
    Bluefin Granted Patent for ShieldConex Data Security Technology
    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

    Call Center Management
    Talkdesk Report Finds Low AI Adoption Levels for Retail Contact Centers
    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

    Call Center Management
    Tips for Successfully Onboarding Call Center Agents
    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

    Call Center Management
    AI and Automation Increase Customer Satisfaction and Call Center Performance
    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

    Call Center Management
    Zendesk Acquires AI Startup Cleverly
    Customer support technology giant Zendesk say it believes a key component of providing great customer experiences includes ensuring that helpdesk and …
    9/1/2021

    Call Center Management
    Texas Court Finds 3 Guilty In Call Center Fraud Operation
    Three individuals have pleaded guilty to running illegal call center operations that stole millions from unsuspecting elderly victims.
    8/31/2021

    Call Center Management
    A Few Key Ways to Improve the Contact Center Customer Experience
    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

    Call Center Management
    AI Search Company Yext Launches on Salesforce AppExchange
    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

    Call Center Management
    Edify Huddle CX v4.0 Brings Enhanced Customer Interactions
    Edify's latest version of the Huddle CX solution offers service agents new resources for enhancing customer journeys from every angle.
    8/23/2021

    Call Center Management
    The Role of Marketing Transforming to Align with Customer Expectations
    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

    Call Center Management
    Remote Apple Call Center Workers Complain About Plans for AI Video and Audio Monitoring
    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

    Call Center Management
    Infobird's New WeChat Solution Highlights Growing Value of Customer Retention
    InfoBird recently announced the release of WeChat Call Center, offering business solutions that focus on forming better relationships with customers t…
    8/18/2021

    Call Center Management
    Amazon to Prevent Fraudulent Work Activity with Monitoring Software
    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

    Call Center Management
    Can Remote Call Center Workers Be Forced to Accept Video Surveillance in their Homes?
    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

    Call Center Management
    Kansas Department of Labor Announces Call Center Investments
    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

    Call Center Management
    Verint Acquires Conversocial; Aims to Accelerate Digital-First Customer Engagement
    Verint announced the acquisition of Conversocial to compliment The Customer Engagement Company robust portfolio with one-to-one personalized messaging…
    8/11/2021

    Call Center Management
    Wings Credit Union Transforms Call Centers with Nuance Solutions
    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

    Call Center Management
    Indian Police Bust Cybersecurity Scam Call Center
    . 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

HOME

CALL FOR CONTENT




Workforce Management Metrics: Unlock the Secrets to Growing Your Bottom Line



Strategies for Improving Schedule Adherence

Call Recording Software is Essential for your Call Center

The Ultimate Guide to Contact Center Shrinkage


Decision Guides

  •   Workforce Management in the Cloud
  •   Workforce Management Selection Guide
  •  Scheduling Spreadsheets Are Not Really Free

Follow Us

QUICK LINKS

  • HOME
  • FEATURED ARTICLES
  • LATEST NEWS
  • CONTACT US
  • CALL CENTER SCHEDULING
  • WORKFORCE MANAGEMENT

CALL CENTER MANAGEMENT

Monet Software provides an affordable and flexible On Demand Call Center Management Solution to accurately forecast call volumes, effectively schedule and manage performance of their agents, resulting in increased service levels and reduced payroll costs.

Powered By Technology Marketing Corp. © 2022 Copyright. Ph: (800)-243-6002 (203)-852-6800 Fx: (203)-853-2845 | Contact TMC