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Call Center Scheduling Featured Articles

    Call Center Scheduling
    Pennsylvania's Delaware County Partners with Outsourcer to Ramp Up COVID Call Center
    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

    Call Center Scheduling
    AI Firm Receives $75 Million for Personalized Financial Services
    Personetics has secured new investment funds that hope to expand the company's personalization software across the financial industry.
    2/18/2021

    Call Center Scheduling
    Austin Adds Mental Health Services to 911 Options
    The city of Austin,TX has added a separate line for emergency calls specifically for mental health services.
    2/11/2021

    Call Center Scheduling
    Talkbots by Wiz.AI Allow Hyper-Personalized Automated Conversations
    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

    Call Center Scheduling
    Massachusetts Pushes for New Call Center to Manage Vaccine Inquiries
    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

    Call Center Scheduling
    State of Nebraska Chooses Lumen for Next Generation Emergency Call Center Operations
    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

    Call Center Scheduling
    Vaccine Demand Forces Mendocino County to Expand Call Center
    High demand for the COVID19 vaccine is forcing a California county to expand its call center resources.
    1/25/2021

    Call Center Scheduling
    United Power Turns to Bright Pattern for Cloud Contact Center Upgrade
    Electricity provider United Power has announced that Bright Pattern's Omni QM will now help run the company contact center operations.
    1/22/2021

    Call Center Scheduling
    State of Customer Service Experience 2020 Results Revealed
    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 Center Scheduling
    Companies Use Analytics Technologies to Make Staffing Decisions During COVID-19
    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

    Call Center Scheduling
    Detroit Gets Massive Call Influx for Vaccine Distribution
    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

    Call Center Scheduling
    Artificial Intelligence Allows Personalized Coaching for Customer Service
    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

    Call Center Scheduling
    Call Centers Play Powerful Role in COVID-19 Contact Tracing
    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

    Call Center Scheduling
    Artificial Intelligence Allows Personalized Coaching for Customer Service
    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

    Call Center Scheduling
    Astute Releases "Definitive Guide to Customer Service Automation"
    The guide offers insights into how businesses can benefit from investing in customer service automation, including improving customer response times, …
    12/22/2020

    Call Center Scheduling
    United Brings Virtual Customer Service to the Airport
    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

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

    Call Center Scheduling
    Tips for Smoothing Out Holiday Call Volume Spikes
    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

    Call Center Scheduling
    Retailer Gap Focusing on Customer Engagement Using AI and Machine Learning
    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

    Call Center Scheduling
    Consumers Not Optimistic About Holiday Customer Service
    Customer experience platform provider Simplr unveiled the results of an October 2020 consumer study that underscored the importance of customer servic…
    12/4/2020

    Call Center Scheduling
    Colorado State Police Launch Non-Emergency COVID-19 Call Center
    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

    Call Center Scheduling
    SaaS Eliminates the Significant Hurdle of Software Installation and Maintenance
    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

    Call Center Scheduling
    Russia's Tricolor to Modernize Customer Support with Genesys Engage
    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

    Call Center Scheduling
    Three Tips to Optimize Contact Centers While Using a Remote Work Model
    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 Scheduling
    Preventing COVID-Burnout in Call Center Agents
    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

    Call Center Scheduling
    Calabrio Announces Analytics Competition and ONE Awards at Virtual Customer Event
    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

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

    Call Center Scheduling
    Blue Ocean Moves to 100-Percent Remote Call Center Training
    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

    Call Center Scheduling
    Five9 Furthers AI Focus with Inference Acquisition
    Five9 announced a definitive agreement to purchase Intelligent Virtual Agent (IVA) platform provider Inference Solutions.
    10/30/2020

    Call Center Scheduling
    Hundreds of Thousands of Calls to Missouri Unemployment Office Went Unanswered in April
    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

    Call Center Scheduling
    Lifesize Partners with Omilia to Bring Conversational AI to the Contact Center
    Immersive enterprise communications solutions provider LifeSize recently announced it partnered up with conversational AI solutions provider Omilia fo…
    10/22/2020

    Call Center Scheduling
    New Call Center and Machine Learning Research Tool Designed to Improve Healthcare Outreach
    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

    Call Center Scheduling
    Smart Help Desk Accelerator DigitalBrain Announces $3.4 Million in Seed Funding
    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

    Call Center Scheduling
    Philippines Opens Call Center to Connect Teachers to Struggling Students
    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

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

    Call Center Scheduling
    Pandemic Taking Contact Centers Over-the-Top
    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

    Call Center Scheduling
    Verizon Debuts Contact Center Hub Solution for SMBs
    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

    Call Center Scheduling
    Staffing Firm Randstad U.S. Announces New Hiring Initiative in Indiana
    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

    Call Center Scheduling
    Premier CX Personalizes On-Hold Time for Customers
    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

    Call Center Scheduling
    Wisconsin Opens New Mental Health Crisis Call Center
    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

    Call Center Scheduling
    More Contact Centers Embrace WFH During COVID-19
    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

    Call Center Scheduling
    Aspect to Integrate Dialer Products with Google Verified Calls Service
    Customer engagement solutions provider Aspect recently announced that it plans to integrate its enterprise contact center dialer products with Google'…
    9/11/2020

    Call Center Scheduling
    Speech Analytics Technology Keeps Call Center Agents and Customers Engaged
    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

    Call Center Scheduling
    Some Areas Seeing COVID-19 Call Center Traffic Tapering Off
    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

    Call Center Scheduling
    Leon County, Florida Opens Call Center for Parents and Students
    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

    Call Center Scheduling
    MCI Creates More Than 1,000 New At Home Call Center Positions
    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

    Call Center Scheduling
    Michigan to Scale Back Unemployment Call Center to Normal Hours of Operation
    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

    Call Center Scheduling
    VyStar Seeking to Fill Contact Center Seats in Florida
    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

    Call Center Scheduling
    FCR Expands Call Center Jobs to Idaho With New Home-Based Positions
    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

    Call Center Scheduling
    Oklahoma Call Center Devoted to Contact Tracing to Reduce Coronavirus Spread
    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

    Call Center Scheduling
    CallMiner Survey Shows Frightening Results
    Today, CallMiner unveiled the results of "Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned,…
    8/3/2020

    Call Center Scheduling
    Verint Takes Home Two Stevie Awards
    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

    Call Center Scheduling
    New Voycy Powered By UDT Offering Helps Call Center Agents Support Distance Learning Users
    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

    Call Center Scheduling
    The Call Center Comes Home as More Agents Work Remotely
    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

    Call Center Scheduling
    Zuper Boosts Customer Service, Brings Support Agents & Field Teams Together via Zendesk
    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

    Call Center Scheduling
    Municipal Call Centers Struggling to Find Staff During COVID-19 Pandemic
    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

    Call Center Scheduling
    Nevada Unemployment Call Center Closed Due to Employee COVID Diagnosis
    Many contact centers - particularly those supporting critical functions like employment - have remained open throughout the COVID-19 crisis, and call …
    7/16/2020

    Call Center Scheduling
    Colorado Unemployment Call Centers Playing Catch Up
    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

    Call Center Scheduling
    Amazon Ramps Up Customer Support in India
    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

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

    Call Center Scheduling
    Philippines Senator Urges Labor Department to Investigate Call Center Employee Complaints
    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

    Call Center Scheduling
    State Unemployment Call Centers Struggling to Keep Up with Call Volume
    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

    Call Center Scheduling
    South Korea CDC Selects Bright Pattern
    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

    Call Center Scheduling
    Mavenir Makes Mobility Priority with CCaaS Enhancements
    Mavenir announced new features its CCaaS solution, Mobile Business Contact, to address the mobility requirements of the contact.
    6/9/2020

    Call Center Scheduling
    Focus Services Opens New Call Center in North Carolina
    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

    Call Center Scheduling
    Enterprise-Grade End-to-End Encryption Coming to Lifesize Users
    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

    Call Center Scheduling
    Teleinfo Media Call Centers Now Cloud-based
    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

    Call Center Scheduling
    Allegheny County 911 Call Center Staff and Union At Odds with Management Over COVID Protections
    The Pittsburgh Post-Gazette is reporting this week that the union representing emergency dispatch call center personnel is formally accusing Allegheny…
    5/29/2020

    Call Center Scheduling
    Optus Launches Webex Contact Center in Australia
    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

    Call Center Scheduling
    DWD Expands Call Center Hiring and Staffing to Assist Unemployed Wisconsinites
    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

    Call Center Scheduling
    ISG Plans Study to Examine How Call Centers Are Coping Through COVID-19 Pandemic
    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

    Call Center Scheduling
    Unemployment Benefit Wait Times Prompt New Call Center Hiring
    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

    Call Center Scheduling
    CX Infinity Introduces 360 Degree View
    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

    Call Center Scheduling
    Altitude Software & Interactive Powers Put WebRTC in Contact Center
    Altitude Software and Interactive Powers announced a joint contact center solution that enables easy integration of video capabilities.
    5/8/2020

    Call Center Scheduling
    Corporate Travel Group Redeploys Remote Call Center Agents for COVID-19 Advice
    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

    Call Center Scheduling
    Servion Announces New Cisco Certifications to Strengthen Position in Canada
    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

    Call Center Scheduling
    Poison Control Call Centers Experience High Call Volume After Trump's Disinfectant Comments
    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

    Call Center Scheduling
    TCN Launches List Management Services
    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

    Call Center Scheduling
    Valuable Call Center Tools Available to Support Remote Work and Scheduling During COVID-19
    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

    Call Center Scheduling
    Embracing the Remote Agent Model During the COVID-19 Crisis
    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

    Call Center Scheduling
    Verint Boosts Visibility, Productivity with WFH Programs
    Verint announced several programs to support best practice in the work-from-home shift for organizations around the world.
    4/14/2020

    Call Center Scheduling
    Remote Agents Key to Bank Call Center Success During Coronavirus
    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

    Call Center Scheduling
    NICE Notes Extreme Rise in EEM Usage
    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

    Call Center Scheduling
    Indio, California Chamber of Commerce Expands Call Center to Address COVID-19 Concerns
    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

    Call Center Scheduling
    Replicant Brings AI to Call Centers During COVID-19
    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

    Call Center Scheduling
    Bright Pattern Backs Call Centers with Virtual Capabilities During COVID-19 Pandemic
    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

    Call Center Scheduling
    COVID-19 Closes Second Verizon Contact Center
    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

    Call Center Scheduling
    Tips for Improving Call Center Performance
    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

    Call Center Scheduling
    COVID-19 Underscores Need to Prioritize Agent Well-being
    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

    Call Center Scheduling
    Companies Experience Blockades in Shifting to Home Workforce
    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

    Call Center Scheduling
    Call Center Scheduling Programs Can Ease the Burden for Managers
    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

    Call Center Scheduling
    South Korean Call Center Hit Hard By Coronavirus
    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

    Call Center Scheduling
    HomeToGo Chooses Talkdesk to Boost Salesforce and Customer Experiences
    HomeToGo, an independent vacation rental search engine, matches customers with vacation apartments and homes that meet their needs by comparing millio…
    3/11/2020

    Call Center Scheduling
    How to Use Voice of the Customer Tools to Improve Messaging
    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 Scheduling
    Call Center Messaging Technologies Vital During Coronavirus Crisis
    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

    Call Center Scheduling
    Five9 to Acquire Workforce Optimization Company Virtual Observer
    Five9, a company that provides intelligent cloud contact center solutions, will acquire workforce optimization company (WFO) Virtual Observer. The mer…
    3/2/2020

    Call Center Scheduling
    Verint Experience Index Urges Importance of Exceptional Digital Presence for Retailers
    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

    Call Center Scheduling
    Several States Enacting Call Center Relocation Laws and Fines
    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

    Call Center Scheduling
    Verint Named Intelligent Virtual Assistant Leader
    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

    Call Center Scheduling
    How to Reduce Churn & Keep Call Center Agents Engaged
    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

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