Call Center Scheduling Featured Articles

Delaware County Council unanimously approved a $692,347.60 contract with Helpware Inc. to provide temporary staffing and services to expand the county…
2/26/2021

Personetics has secured new investment funds that hope to expand the company's personalization software across the financial industry.
2/18/2021

The city of Austin,TX has added a separate line for emergency calls specifically for mental health services.
2/11/2021

New software created by Wiz.AI allows artificial intelligence to adapt to the specific needs of each caller for improved customer care.
2/5/2021

Representatives of Massachusetts are taking action to provide a call center for COVID19 vaccination requests, as issues continue to plague the state-r…
2/4/2021

The State of Nebraska recently announced that it has chosen Lumen to help it transition to a next generation 911 platform using the company's emergenc…
1/26/2021

High demand for the COVID19 vaccine is forcing a California county to expand its call center resources.
1/25/2021

Electricity provider United Power has announced that Bright Pattern's Omni QM will now help run the company contact center operations.
1/22/2021

The Northridge Group released the report "State of Customer Service Experience 2020," highlighting where firms are missing the mark on CX.
1/22/2021

Call centers are used to tracking and reporting. It's the way they measure performance metrics, identify problems and make plans for additional resour…
1/15/2021

News of vaccine availability in Detroit has caused a massive wave of callers, and call centers are struggling to keep up with the surge.
1/15/2021

Cresta has released a new AI system that allows customer service representatives to get personalized lessons that help improve relationships with cust…
1/4/2021

2020 has brought us many things, including awareness of a stressful job called "contract tracer." In the realm of public health, contact tracing is th…
12/30/2020

Cresta has released a new AI system that allows customer service representatives to get personalized lessons that help improve relationships with cust…
12/28/2020

The guide offers insights into how businesses can benefit from investing in customer service automation, including improving customer response times, …
12/22/2020

United, which has been focused on improving the safety of passengers and staff from the start of the pandemic, has now announced Agent on Demand. This…
12/16/2020

At the recently concluded Engage20 EMEA, Verint celebrated customers putting the Verint Cloud Customer Engagement solutions in an exceptional way. The…
12/11/2020

The holidays bring cheer and goodwill, right? In theory, yes, but workers in call centers might have a different opinion. The holidays often bring hig…
12/9/2020

Gap clothing store is making a financial comeback after reporting its worst quarter in 50 years earlier in 2020. The company is shifting its focus to …
12/4/2020

Customer experience platform provider Simplr unveiled the results of an October 2020 consumer study that underscored the importance of customer servic…
12/4/2020

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…
11/25/2020

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…
11/25/2020

In Russia, Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households. Now, the company is lo…
11/20/2020

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…
11/16/2020

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…
11/11/2020

This year, customer experience management solutions provider Calabrio held its annual user event, Customer Connect (C3), as a virtual event. During th…
11/9/2020

This week, Colt Technology Services announced a partnership with Atos, which promises a seamless customer service experience for organizations around …
11/6/2020

Canadian contact center solution provider Blue Ocean has moved to 100-percent remote call center training amidst the coronavirus pandemic. The company…
11/2/2020

Five9 announced a definitive agreement to purchase Intelligent Virtual Agent (IVA) platform provider Inference Solutions.
10/30/2020

Hundreds of thousands of calls to the Missouri unemployment office went unanswered during the height of the coronavirus pandemic. The state office str…
10/28/2020

Immersive enterprise communications solutions provider LifeSize recently announced it partnered up with conversational AI solutions provider Omilia fo…
10/22/2020

A team of researchers has developed a tool that utilizes call center scheduling and machine learning to improve the outcomes of healthcare outreach ef…
10/22/2020

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…
10/16/2020

In the Philippines, some teachers have harnessed the country's strong call center tradition - more than one million Filipinos are employed in business…
10/15/2020

Today, SugarCRM unveiled SugarLive, a new integration with Amazon Connect voice, chat and text messaging for omnichannel service and support. SugarLiv…
10/14/2020

A recently released study from Nemertes Research highlighted the obstacles presented by the pandemic to contact centers still on-premises, and digital…
10/8/2020

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…
10/6/2020

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…
9/30/2020

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 …
9/29/2020

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…
9/25/2020

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…
9/24/2020

Customer engagement solutions provider Aspect recently announced that it plans to integrate its enterprise contact center dialer products with Google'…
9/11/2020

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…
9/4/2020

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…
9/2/2020

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…
8/28/2020

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 …
8/25/2020

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…
8/21/2020

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…
8/21/2020

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…
8/13/2020

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 …
8/11/2020

Today, CallMiner unveiled the results of "Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned,…
8/3/2020

Verint announced it has earned two 2020 Stevie Awards: "Best Customer Engagement Initiative" and the "Sales or Customer Service Solutions Technology P…
7/31/2020

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.
7/30/2020

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…
7/24/2020

Zendesk now has the Zuper platform integrated into its offering. The AI-powered intelligent workforce management platform makes it possible for organi…
7/24/2020

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…
7/17/2020

Many contact centers - particularly those supporting critical functions like employment - have remained open throughout the COVID-19 crisis, and call …
7/16/2020

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…
7/8/2020

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…
7/2/2020

Cloud contact center provider AVOXI announced new integrations with Zoho, Dynamics and Salesforce, improving agent workflows with improved CRM access.
7/1/2020

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…
6/24/2020

Using Illinois as an example, Illinois Department of Employment Security (IDES) Acting Director Thomas Chan says bluntly, call center staffing has bee…
6/19/2020

Bright Pattern's AI-powered cloud contact center was chosen by South Korea's Center for Disease Control for citizen outreach and contact tracing.
6/19/2020

Mavenir announced new features its CCaaS solution, Mobile Business Contact, to address the mobility requirements of the contact.
6/9/2020

Focus Services LLC, a privately owned Utah-based call center services provider, recently announced the opening of a new call center facility in Rocky …
6/8/2020

This week, Lifesize announced free and paid subscription customers will enjoy secure video collaboration via Enterprise Grade end-to-end encryption (E…
6/5/2020

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…
6/4/2020

The Pittsburgh Post-Gazette is reporting this week that the union representing emergency dispatch call center personnel is formally accusing Allegheny…
5/29/2020

Telecommunications company Optus, a wholly-owned subsidiary of Singaporean company Singtel, has announced the launch of a new Webex Contact Center off…
5/29/2020

In more news of local governments ramping up efforts to assist the growing rate of unemployed citizens in their communications, The Department of Work…
5/22/2020

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…
5/20/2020

In the wake of COVID-19,, many businesses have been forced to close their doors, and people filing for unemployment benefits has grown exponentially. …
5/15/2020

NovelVox announced the arrival of CX Infinity, a 360 degree solution designed for Cisco Contact Centers that offers agent a seamless shift between cha…
5/12/2020

Altitude Software and Interactive Powers announced a joint contact center solution that enables easy integration of video capabilities.
5/8/2020

Some travel companies are making the most of the assets they have: employees skilled in remote call center support. Travel Leaders Corporate, a corpor…
5/7/2020

In a move that supports its vision of helping more enterprises in Canada obtain cloud contact center and collaboration solutions, Servion Global Solut…
5/1/2020

Poison control call centers throughout the country reported higher call volume in the days following President Trump's comments about the possibility …
5/1/2020

TCN announced the newest addition to its cloud contact center arsenal, List Management Services. The TCN LMS offering enables smoother data integratio…
4/24/2020

A number of tools designed to facilitate remote work and streamline scheduling and collaboration are available to call centers as they struggle with t…
4/17/2020

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…
4/15/2020

Verint announced several programs to support best practice in the work-from-home shift for organizations around the world.
4/14/2020

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…
4/9/2020

NICE announced that since the start of the coronavirus pandemic, the NICE Employee Engagement Manager (EEM) solution is seeing a massive uptick in usa…
4/6/2020

In Indio, California, the local Chamber of Commerce recently extended its operational scope to assist local residents and businesses with general ques…
4/3/2020

Replicant.ia, a provider of artificial intelligence-enabled voice technologies has answered the call with the release of its AI Voice Responder that c…
4/2/2020

Bright Pattern, a provider of cloud omnichannel contact center software, has announced it is providing special virtual contact center capability for c…
3/27/2020

A week ago, Verizon suspended operations at its Elgin, South Carolina contact center, this week the Wilmington, North Carolina closed its doors after …
3/24/2020

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…
3/20/2020

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…
3/20/2020

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 …
3/19/2020

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…
3/13/2020

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 …
3/13/2020

HomeToGo, an independent vacation rental search engine, matches customers with vacation apartments and homes that meet their needs by comparing millio…
3/11/2020

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…
3/6/2020

Call center schedules should be able to handle fluctuations and increases in call volume due to disasters and emergencies. But managers can also emplo…
3/5/2020

Five9, a company that provides intelligent cloud contact center solutions, will acquire workforce optimization company (WFO) Virtual Observer. The mer…
3/2/2020

This week, the Verint Experience Index: Retail was unveiled. The report takes a deep dive in customer satisfaction rankings of 25 prominent retailers,…
2/28/2020

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…
2/25/2020

Virtual assistants are taking over as the most popular mode of communication for businesses to schedule appointments, answer routine questions and mor…
2/21/2020

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 …
1/24/2020