Empathy is an important skill for any call center agent who wishes to foster positive and meaningful customer interactions. Agents need to move beyond…

Empathy is an important skill for any call center agent who wishes to foster positive and meaningful customer interactions. Agents need to move beyond…

Nuance Communications, a global provider of AI powered business solutions, recently announced the release of Nuance® Gatekeeper, the company's latest …

Qualtrics has released a new solution that offers features to improve service quality for both customers and call center agents.

Today, Idaho's state department announced the deployment of new VoIP/Contact centers created in a collaboration with CherryRoad and LogMeIn.

Today, one of the primary goals of marketing is "personalization." In years past, automated marketing platforms didn't make it easy: any level of pers…

In an effort to provide customers with support that adheres to any schedule, the company now offers 24/7 customer service for residential users.

Digital communication channels, including SMS (text message), email and web chat, now play a central role in what's called the "omnichannel customer j…

Cloud communications provider Vonage has announced the release of a new range of features included in the company's popular contact center solution.

Contact Center software provider Bright Pattern was able to quickly install a new vaccination hotline in less than a single day.

As the vaccine rollout continues and the infrastructure to register citizens - including self-service - has increased, some COVID call centers have be…

The Minneapolis government is boosting emergency call center operations to prepare for the upcoming Derek Chauvin trial.

Coppin State University has announced a new call center will enable eligible vaccine candidates to schedule appointments over the phone.

The global cloud contact center applications market was already on fire, and then the pandemic happened. According to a study compiled by Nemertes Res…

According to the results of a study conducted by Genesys, evidence shows that feelings of human connection have dropped significantly in the last year…

While widespread vaccinations across the U.S. are bringing some hope that the end of the pandemic is near, Americans are stressed, depressed and uncer…

The new United Center COVID-19 mass vaccination site in Chicago, the largest facility in the state, has expanded call center operations to make appoin…

Across the country, the rollout of COVID-19 vaccines has been uneven. Some states, such as Connecticut and West Virginia, have been doing a top-notch …

Texas residents have complained of problems when trying to reach the state's 2-1-1 call center after the recent historic winter storm. The 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…

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

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

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

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

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…

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

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

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

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

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

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

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…

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

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

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…

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

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…

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 …

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

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.