It's been a year since the world became aware of the menace of COVID-19, and we've learned a lot in this time. Organizations of all types are discover…

Nearly every established company can cite a software implementation that went wrong. There might be several reasons for this. They may have bought a s…

In Russia, Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households. Now, the company is lo…

Many contact centers have been forced to embrace a remote work model due to the coronavirus pandemic. By following three basic tips, contact center ma…

Call center work is, by its very nature, highly stressful work. Many employees work in close, noisy quarters with cranky customers for long hours with…

This year, customer experience management solutions provider Calabrio held its annual user event, Customer Connect (C3), as a virtual event. During th…

This week, Colt Technology Services announced a partnership with Atos, which promises a seamless customer service experience for organizations around …

Canadian contact center solution provider Blue Ocean has moved to 100-percent remote call center training amidst the coronavirus pandemic. The company…

Five9 announced a definitive agreement to purchase Intelligent Virtual Agent (IVA) platform provider Inference Solutions.

Hundreds of thousands of calls to the Missouri unemployment office went unanswered during the height of the coronavirus pandemic. The state office str…

Immersive enterprise communications solutions provider LifeSize recently announced it partnered up with conversational AI solutions provider Omilia fo…

A team of researchers has developed a tool that utilizes call center scheduling and machine learning to improve the outcomes of healthcare outreach ef…

DigitalBrain, a recent startup, aims to help with both the speed and the quality issues by providing a smart layer that acts as the brain of an existi…

In the Philippines, some teachers have harnessed the country's strong call center tradition - more than one million Filipinos are employed in business…

Today, SugarCRM unveiled SugarLive, a new integration with Amazon Connect voice, chat and text messaging for omnichannel service and support. SugarLiv…

A recently released study from Nemertes Research highlighted the obstacles presented by the pandemic to contact centers still on-premises, and digital…

Verizon has announced that it is venturing deeper into contact center technology with the release of a new product. Verizon Contact Center Hub is a vi…

Indiana is expanding its call center workforce, thanks to a new announcement by Randstad US. The company is the U.S. arm of Randstad NV, a Dutch multi…

In customer service today, personalization is the name of the game. The closer you can get callers to feel to your business and the purpose you serve …

While some groups, notably older Americans, seem to be coping better than younger demographics, it's fair to say that the COVID crisis has touched alm…

The 2020 ISG Provider Lens Contact Center as a Service - CX Global Report has found that call centers are transitioning to remote work from home model…

Customer engagement solutions provider Aspect recently announced that it plans to integrate its enterprise contact center dialer products with Google'…

Speech analytics technology is being used in the call center to boost agent and customer engagement alike. The technology is useful for vetting and tr…

In the spring, when the effects of the global COVID-19 pandemic began to be felt across the U.S., the demand on call centers both public and private s…

Leon County Schools in Florida has taken the step of creating a call center that will be staffed by subject matter experts on everything from transpor…

Marlowe Companies Inc. (MCI) has announced the creation of more than 1,000 new work from home call center positions. The company is seeking part-time …

During the earliest days of the COVID-19 pandemic, state unemployment call centers were some of the busiest operations in the country outside of the h…

Contact centers have always played an important role in customer relationships. For businesses now adjusting to the new norm in a post-COVID world, th…

Part of the "new economy" means adapting to the global COVID-19 pandemic, so FCR is creating new home-based call center jobs, despite traditionally be…

An Oklahoma call center with nearly 240 agents has been working for the State Health Department since June to help reduce the spread of COVID-19. The …

Today, CallMiner unveiled the results of "Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned,…

Verint announced it has earned two 2020 Stevie Awards: "Best Customer Engagement Initiative" and the "Sales or Customer Service Solutions Technology P…

The new Voycy Powered by UDT solution helps Voycy's call center and help desk agents provide support to end users of distance learning technology.

The COVID-19 pandemic has created job opportunities in the call center space as more companies seek remote agents to handle the increase in customer t…

Zendesk now has the Zuper platform integrated into its offering. The AI-powered intelligent workforce management platform makes it possible for organi…

Municipalities all over the U.S. are struggling to keep vital call centers staffed, thanks to the global COVID-19 pandemic. Police and emergency servi…

Many contact centers - particularly those supporting critical functions like employment - have remained open throughout the COVID-19 crisis, and call …

In many states, call centers that support unemployed workers are struggling with their caseloads, even in states where the number of new claims has go…

Amazon is anticipating a surge in online shopping traffic over the next 6 months as holiday seasons and shutdowns occur. In light of this, it is makin…

Cloud contact center provider AVOXI announced new integrations with Zoho, Dynamics and Salesforce, improving agent workflows with improved CRM access.

The global COVID-19 pandemic has changed the call center landscape. Call center, once packed and bustling operations, have had to find new ways to ope…

Using Illinois as an example, Illinois Department of Employment Security (IDES) Acting Director Thomas Chan says bluntly, call center staffing has bee…

Bright Pattern's AI-powered cloud contact center was chosen by South Korea's Center for Disease Control for citizen outreach and contact tracing.

Mavenir announced new features its CCaaS solution, Mobile Business Contact, to address the mobility requirements of the contact.

Focus Services LLC, a privately owned Utah-based call center services provider, recently announced the opening of a new call center facility in Rocky …

This week, Lifesize announced free and paid subscription customers will enjoy secure video collaboration via Enterprise Grade end-to-end encryption (E…

Teleinfo Media (TMC), a contact center service provider based in Thailand, has announced its call centers have moved to the cloud. The new cloud-based…

The Pittsburgh Post-Gazette is reporting this week that the union representing emergency dispatch call center personnel is formally accusing Allegheny…

Telecommunications company Optus, a wholly-owned subsidiary of Singaporean company Singtel, has announced the launch of a new Webex Contact Center off…

In more news of local governments ramping up efforts to assist the growing rate of unemployed citizens in their communications, The Department of Work…

While call centers have been limited in the scope of their operations due to shelter-in-place rules assigned by various state and international govern…

In the wake of COVID-19,, many businesses have been forced to close their doors, and people filing for unemployment benefits has grown exponentially. …

NovelVox announced the arrival of CX Infinity, a 360 degree solution designed for Cisco Contact Centers that offers agent a seamless shift between cha…

Altitude Software and Interactive Powers announced a joint contact center solution that enables easy integration of video capabilities.

Some travel companies are making the most of the assets they have: employees skilled in remote call center support. Travel Leaders Corporate, a corpor…

In a move that supports its vision of helping more enterprises in Canada obtain cloud contact center and collaboration solutions, Servion Global Solut…

Poison control call centers throughout the country reported higher call volume in the days following President Trump's comments about the possibility …

TCN announced the newest addition to its cloud contact center arsenal, List Management Services. The TCN LMS offering enables smoother data integratio…

A number of tools designed to facilitate remote work and streamline scheduling and collaboration are available to call centers as they struggle with t…

While the long-term effects of the COVID-19 pandemic may not be seen for years, there is evidence that it will change the workplace forever. Remote wo…

Verint announced several programs to support best practice in the work-from-home shift for organizations around the world.

Banks with clear and concise remote work policies have been able to successfully deal with an unprecedented spike in call center volume during the cor…

NICE announced that since the start of the coronavirus pandemic, the NICE Employee Engagement Manager (EEM) solution is seeing a massive uptick in usa…

In Indio, California, the local Chamber of Commerce recently extended its operational scope to assist local residents and businesses with general ques…

Replicant.ia, a provider of artificial intelligence-enabled voice technologies has answered the call with the release of its AI Voice Responder that c…

Bright Pattern, a provider of cloud omnichannel contact center software, has announced it is providing special virtual contact center capability for c…

A week ago, Verizon suspended operations at its Elgin, South Carolina contact center, this week the Wilmington, North Carolina closed its doors after …

Evidence from the business world tell us that a call center's effectiveness is dependent on the productivity of its agents. In other words, it's not e…

Avoiding the crowd is taking on a whole new meaning today, courtesy of COVID-19. The contact center is faced with myriad challenges, but agent well-be…

With a national state of emergency and some parts of the country under "shelter in place" orders due to the COVID-19 pandemic, the American workforce …

Creating an efficient call center schedule is not an easy task, but thankfully there are plenty of tools and tips to help ease the burden. Call center…

A spike in call volume can certainly be expected in a time of crisis, and many would expect that to be the primary impact. A South Korean call center …

HomeToGo, an independent vacation rental search engine, matches customers with vacation apartments and homes that meet their needs by comparing millio…

With Voice of the Customer (VoC) processes it's possible to capture what customers are saying and then turn that information into actionable tasks tha…

Call center schedules should be able to handle fluctuations and increases in call volume due to disasters and emergencies. But managers can also emplo…

Five9, a company that provides intelligent cloud contact center solutions, will acquire workforce optimization company (WFO) Virtual Observer. The mer…

This week, the Verint Experience Index: Retail was unveiled. The report takes a deep dive in customer satisfaction rankings of 25 prominent retailers,…

A number of U.S. states have introduced legislation or passed laws to stop the steady flow of call center relocations to other states and countries. T…

Virtual assistants are taking over as the most popular mode of communication for businesses to schedule appointments, answer routine questions and mor…

If you're looking to staff your call center with agents who are engaged and who will be dedicated to long term growth with the company, here are some …

Contact centers are now re-optimizing themselves for more automation, but this time, the goal isn't to drive customers off the phone. Thanks to artifi…

Scheduling is one of the most critical functions of a call center manager. In order to meet expected customer demand and call volumes, the contact cen…

A long-term approach to call center scheduling can be invaluable for ensuring a center is operating at peak productivity and efficiency. Call center m…

Seattle's New Secure Scheduling Ordinance, which regulates restaurant and retail workers' schedules and pay to make them more predictable, has achieve…

Just before the holidays, Idaho's Whitcom Regional Dispatch Center reported critical 911 staffing shortages that may cause the emergency services cent…

Call center management and scheduling can often seem like an overwhelming juggling act. By balancing the needs of agents with customer demands, with a…

Effective call center forecasting isn't just about day-to-day or week-to-week operations. Accurate forecasts are also critical for budgeting and hirin…

Does your contact center suffer from shrinkage? Unless it's staffed by robots instead of humans, it's almost certainly a problem. In the call center, …

Elizabeth Warren has announced a Fair Workweek Plan, which would address some of the issues created by erratic work schedules. The plan would require …

A new mixed reality (MR) project that uses Microsoft's HoloLens 2 headset is designed to help remote call center agents better interact with products …

In the contact center, managers struggle with a seemingly contradictory set of directives from operations: keep your service levels high but keep labo…

Despite the availability of affordable contact center solutions, many SMBs have not recognized the value of dedicated customer service teams and techn…

Call centers produce massive amounts of data from a variety of technologies and sources, just waiting to be mined for actionable intelligence. Manager…

Problems at a Skagit, Washington 911 call center are indicative of some of the larger issues at 911 call centers throughout the U.S., as well as the c…

Today, we often designate advanced technology by calling it "smart." Smart cars, smart phones, smart homes and smart grids. When it comes to twentieth…

Calabrio announced a change to its c-suite, appointing Josh Jabs to the role of Chief technology Officer. Jabs will report to President and CEO Tom Go…

Avaya announced Avaya IX Workspaces has earned a 2019 Contact Center technology Award from CUSTOMER magazine.

This week, Semafone announced the arrival of Intelligence+, a real-time data analytics solution integrated within Cardprotect Voice+.

It is official, Intermedia launched Intermedia Contact Center. The comprehensive contact center solution is built on the foundation of the recent Tela…

Computer Instruments, Inc. recently added to the portfolio of virtual concierge technology with the announcement the availability of its new Virtual C…