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Call Center Scheduling Featured Articles

    Call Center Scheduling
    NICE Taps ChatGPT Model to Improve Automated Customer Engagement
    Customer experience solutions company NICE has announced the integration of its CXone Expert with OpenAI's generative modeling used in ChatGPT.
    1/30/2023

    Call Center Scheduling
    Verint Adds Qudini Appointment Scheduling to Customer Engagement Platform
    Verint recently announced the expansion of its Verint Customer Engagement Platform with technology acquired from UK-based appointment scheduling solut…
    1/19/2023

    Call Center Scheduling
    Debt Collection Company LAVG Adopts Noetica Outbound Dialing Solution
    Noetica announced that Netherlands-based debt collection company LAVG adopted its fully integrated outbound dialing solution to improve the debt recov…
    1/11/2023

    Call Center Scheduling
    Qualtrics Adds More Automated Personalization Capabilities to Experience Management Platform
    Qualtrics announced new XM Platform innovations that aim to offer organizations with better capabilities for automated personalization.
    1/5/2023

    Call Center Scheduling
    Research Indicates an Uptick of Conversational Experiences on Customer Support Platforms
    Research from global cloud communications platform Infobip has shown that Black Friday and Cyber Monday interactions on its platform reached new highs…
    1/4/2023

    Call Center Scheduling
    Massachusetts Furthers Its Cloud Initiative with Cloud Contact Center
    To achieve 21st century resiliency, the state has been engaged in moving data out of state-owned data centers and into cloud environments.
    12/30/2022

    Call Center Scheduling
    Waterfield Tech Launches CCaaS and CX Platform to Lower Costs for Call Centers
    Boston-based customer engagement solutions provider Waterfield Tech announced the launch of Ascend.
    12/27/2022

    Call Center Scheduling
    MSP CBTS Announces CXSync Cloud Contact Center Solution
    CXsync Cloud Contact from CBTS allows the MSP's SMB customers to leverage the functionality of a cloud-based contact center without a costly capital i…
    12/21/2022

    Call Center Scheduling
    Frame AI Closes $7.6M In Funding to Grow AI-Driven Customer Intelligence Platform
    Frame AI, a next-gen AI-driven Customer Intelligence system, announced it has raised $7.6M in funding to accelerate growth.
    12/13/2022

    Call Center Scheduling
    Bathroom Fixture Company Kohler Finds Valuable CX Tools in Callback Technology
    Kohler recently implemented cloud-based call-back technology in its contact center to help its support team provide exceptional customer experiences.
    12/12/2022

    Call Center Scheduling
    Zingtree and AVANT Elevate Global Contact Center Productivity
    Zingtree is partnering with AVANT to help contact center agents worldwide deliver high productivity.
    12/7/2022

    Call Center Scheduling
    AI-Driven Videos Bring a New Channel to Customer Support
    Video Conversational Al allows companies to interact with their customers through a video chat with a virtual hyper-realistic AI-generated avatar.
    12/2/2022

    Call Center Scheduling
    Verint Recognizes Regional Customer Successes
    Customer engagement company Verint recognized it customer successes in delivering exceptional customer engagement experiences with digital-first strat…
    11/29/2022

    Call Center Scheduling
    Consumers Exhibit Shifting Preferences for Retail Messaging
    Customers are showing increased preference towards mobile messaging when it comes to brand engagement, from notifications to customers service.
    11/21/2022

    Call Center Scheduling
    Talkdesk Adds New Low- and No-Code Customization Tools for Contact Centers
    Talkdesk introduced two new modules to its flagship Talkdesk Builder suite of low-code and no-code customization tools that enable organizations to ea…
    11/18/2022

    Call Center Scheduling
    Observe.AI Zooms in on Customer Interactions
    Observe.AI, with Zoom Contact Center, delivered a solution that enriches agent performance and coaching with conversation intelligence and workflow au…
    11/11/2022

    Call Center Scheduling
    Stratospheric Rise Coming for Calls Handled by CCaaS Platforms
    A significant portion of customer calls to contact centers are already handled by CCaaS solutions, and new research indicates that the growth is expec…
    11/4/2022

    Call Center Scheduling
    Governments Looking to Increase Resident Experience through Technology
    Qualtrics saw its biggest quarter in government yet with dozens of U.S. government agencies selecting Qualtrics solutions in the third quarter of 2022…
    11/3/2022

    Call Center Scheduling
    Artificial Intelligence Driving CCaaS Boom in Europe
    The 2022 ISG Provider Lens Contact Center as a Service - CX report for Europe and the U.K. revealed that the European market for cloud contact centers…
    10/25/2022

    Call Center Scheduling
    Florida's Hurricane Ian Response Included Rapid Cloud Call Center Deployment
    The State of Florida quickly set up a rapid response cloud contact center in response to Hurricane Ian, ensuring residents could get help.
    10/24/2022

    Call Center Scheduling
    Medical Call Management Company Clarus Acquires Call Simplified
    Medical call management company Clarus acquired Call Simplified, a medical call automation software company to improve patient response.
    10/17/2022

    Call Center Scheduling
    A New Call Center Platform for WhatsApp
    Omnichannel customer communication platform provider Ozonetel announced a new full-featured contact center-as-a-service (CCaaS) platform on WhatsApp.
    10/14/2022

    Call Center Scheduling
    Intelisys Amplifies Content Guru's Growth in Americas
    Content Guru entered a new partnership with Intelisys to further accelerate its growth in the Americas.
    10/10/2022

    Call Center Scheduling
    ISG Automation and Uniphore Partner for AI-Driven Call Center Agent Support
    AI-driven solutions help with real-time, contextualized engagement support for contact center agents, and better outcomes and higher satisfaction for …
    10/3/2022

    Call Center Scheduling
    New Call Center Platform Simplifies Arizona State Parks Reservations
    The Arizona State Parks and Trails successfully went live with a new reservation and call center platform by Tyler Technologies.
    9/30/2022

    Call Center Scheduling
    A Desire for Better CX is Driving Customers to Pivot from Retail Giants
    Customers have stopped seeing price as their biggest decision-making factor and are looking for businesses that deliver the best customer experience.
    9/26/2022

    Call Center Scheduling
    Regal.io Wins $38.5M Funding for Branded Customer Engagement
    Regal.io was founded to build a new tech stack for powering calls that would provide a better customer experience and help brands drive more revenue t…
    9/22/2022

    Call Center Scheduling
    Sweden's Sinch Launches "AskFrank," a Different Kind of Chatbot
    AskFrank gives answers that are frank, direct and honest, and works differently from most chatbots.
    9/19/2022

    Call Center Scheduling
    AI-Driven CX Driving Strong Results for Verint
    Verint, which produces a popular AI-driven cloud platform, has reported strong financial results for the previous quarter and half-year.
    9/15/2022

    Call Center Scheduling
    Avaya's Partnership Extension Provides OneCloud CCaaS in Hong Kong
    Avaya expanded its long-standing partnership with Sen Spirit Technology to provide the Avaya OneCloud CCaaS to businesses in Hong Kong.
    9/6/2022

    Call Center Scheduling
    Panera Bread to Begin Testing AI Cfor Drive-Through Orders
    Panera Bread will begin testing AI technology in their drive-through lanes to enhance the customer experience.
    9/1/2022

    Call Center Scheduling
    Salesforce Announces Salesforce Easy for Simplified Sales, Service and Marketing
    CRM giant Salesforce introduced Salesforce Easy, a simplified offering for sales, service, and marketing to help customers drive fast return on invest…
    8/30/2022

    Call Center Scheduling
    Observe.AI Launches Reporting & Analytics Solution for Call Centers
    Contact center leaders need actionable, data-driven feedback on important issues, such as what's driving CSAT and NPS scores
    8/26/2022

    Call Center Scheduling
    Customers Dissatisfied with Returning Products to Social Channels
    The experience of returning online purchases makes most shoppers unlikely to buy again on social channels.
    8/25/2022

    Call Center Scheduling
    Tata Communications Transforms Customer Engagement
    Tata Communications enhanced its InstaCC platform with digital features to transform customer engagement of enterprises.
    8/17/2022

    Call Center Scheduling
    Automation Solutions Company UiPath Acquires NLP Company Re:infer
    Enterprise automation software company UiPath has acquired Re:infer, a London-based natural language processing (NLP) company for unstructured documen…
    8/11/2022

    Call Center Scheduling
    XSELL Brings Its Improved Agent Experience to the Five9 Platform
    XSELL Technologies' XSELL Agent Experience powered by VoiceStream is available on the Five9 CX Marketplace.
    8/11/2022

    Call Center Scheduling
    Zuora and Snowflake Partner to Enable Real-Time Customer Data Pipeline
    Cloud-based subscription management platform company Zuora Inc. announced the launch of a new offering in partnership with data cloud company Snowflak…
    8/5/2022

    Call Center Scheduling
    Balto's New Tool Solves Contact Center Challenges
    Balto launched a new tool, Balto Real-Time Index, that collates trends, insights, and in-depth analysis for contact centers.
    8/4/2022

    Call Center Scheduling
    Indonesia's Indosat Ooredoo Hutchison Announces Success with WhatsApp Chatbot
    Indosat Ooredoo Hutchison recently announced the launch of a new WhatsApp chatbot with a goal of reinvigorating interactions with millions of customer…
    7/28/2022

    Call Center Scheduling
    Teleperformance Commits to Humanitarian Aid in Ukraine Through the ICRC
    Teleperformance said it has recently committed to assisting the International Committee of the Red Cross with support.
    7/28/2022

    Call Center Scheduling
    US National 988 Suicide Prevention Hotline Goes Live
    A new emergency number - 988 - for the National Suicide Prevention Lifeline will offer round-the-clock crisis care.
    7/21/2022

    Call Center Scheduling
    Research Finds the Quality of the Customer Experience Affects a Company's Stock Price
    Companies with the best customer experience ratings outperformed their industry peers' stock performance between 2019 and 2022, according to new resea…
    7/18/2022

    Call Center Scheduling
    Consumers Prefer Video for Marketing Communications
    A new study conducted by Arlington Research in January 2022 found that consumers - particularly younger consumers - prefer video.
    7/14/2022

    Call Center Scheduling
    Verint Partner Program Accelerates Growth
    Verint's new partner program will provide new collaborative tools and program elements to make it easier for partners to accelerate growth.
    7/13/2022

    Call Center Scheduling
    RingByName Recognized as Top Call Recording Provider
    RingByName scored high among small businesses in Software Advice's FrontRunner listing for Call Recording software.
    7/8/2022

    Call Center Scheduling
    India-based Voice AI Company Skit.ai Opens New York City Headquarters
    Voice AI software-as-a-service startup Skit.ai announced it has established U.S. headquarters in New York City.
    7/5/2022

    Call Center Scheduling
    Verint Debuts One Workforce Approach for the Call Center at Engage 2022 Event
    The benefits of Verint's One Workforce approach are a high-quality customer experience, no matter what channel is used or what type of employee (human…
    6/20/2022

    Call Center Scheduling
    Majority of Call Center Agents Are Struggling with Complex Customer Requests
    Contact center agents are struggling, which should worry any company trying to cultivate positive customer experiences.
    6/16/2022

    Call Center Scheduling
    Understaffed Broward County 911 Center Leads to Rise in Abandoned Calls
    Understaffing is a challenge at call centers across the country, which is why having the right technology solutions in place to maximize agent efficie…
    6/6/2022

    Call Center Scheduling
    Enghouse Interactive Offers Special CCaaS Pricing for Small Businesses
    SMBs are able to access the same contact center functionality as large enterprises thanks to the proliferation of choices in the contact center-as-a-s…
    6/2/2022

    Call Center Scheduling
    Dstny's Acquisition Enhances Customer Engagement
    Dstny will help companies enhance their customer engagement operations with the acquisition of Tactful AI.
    6/1/2022

    Call Center Scheduling
    Customer Value Management Becoming Key Differentiator for Enterprises
    A new report from IDC Spotlight and available through DecisionLink highlights the increasing importance of customer value management as a competitive …
    5/31/2022

    Call Center Scheduling
    Toledo Region Debuts Text-to-911 Technology in Emergency Call Centers
    Allen County, Ohio became the most recent region to begin accepting 9-1-1 emergency text messaging.
    5/26/2022

    Call Center Scheduling
    Contact Center Software Revenues Continue to Grow
    P&S Intelligence revealed that the contact center software market size is expected to reach $102,751.5 million by 2030.
    5/26/2022

    Call Center Scheduling
    How Critical is Empathy in the Customer Experience?
    There is a disconnect between the need to embrace empathy in contact centers and its practical utilization in improving customer experiences.
    5/17/2022

    Call Center Scheduling
    NY State Will Receive $7.2 Million to Transition Suicide Prevention Call Center Services
    The state of New York recently announced that it has been awarded $7.2 million SAMHSA to help strengthen crisis call center services in preparation fo…
    5/6/2022

    Call Center Scheduling
    OpenText's Lewiston Call Center Going Virtual
    Waterloo, Canada-based software developer OpenText, formerly Carbonite Inc., will close its Lewiston call center on April 30 and maintain its current …
    4/29/2022

    Call Center Scheduling
    Should Chatbots Disclose That They Are Chatbots?
    The benefits of chatbots are clear: they can provide customers with round-the-clock support and help distribute calls and contacts to the right human …
    4/26/2022

    Call Center Scheduling
    Call Center Data Holds a Wealth of Customer Experience Opportunities
    What department in your company holds the most potential business value? Here's a hint: it's the department that knows the most about your customers.
    4/22/2022

    Call Center Scheduling
    Verint Adds Compliance Recording for Zoom
    Verint, has announced the release of a new compliance recording integration with Zoom.
    4/18/2022

    Call Center Scheduling
    Edify Labs Hires Mitel Veteran as VP of Channel Sales
    Contact center and unified communications solutions provider Edify Labs recently announced that it has hired Mitel veteran Paulette Huber to serve as …
    4/14/2022

    Call Center Scheduling
    Brands Can Make Up for Shipping Delays through Positive CX
    A new survey from Mitto reveals that American consumers are more likely to tolerate shipping delays from trusted brands they have a good track record …
    4/8/2022

    Call Center Scheduling
    Fintech Solutions Provider Vergent Partners with Bilingual Call Center Company UCC
    Financial services companies that wish to market to Spanish speakers need an excellent customer support foundation in Spanish, by fluent Spanish speak…
    4/6/2022

    Call Center Scheduling
    Seeing Through Emergency Call Center Staffing Issues
    Staffing shortages and limited labor pools are just some of the critical issues plaguing industries and markets across the globe since the start of th…
    4/1/2022

    Call Center Scheduling
    Freshworks Helps UK Travel Group Address COVID-19 Queries
    Collinson Group, a UK travel experiences and insurance company, recently tapped Freshworks Inc. and its Freshdesk customer experience platform to reac…
    3/30/2022

    Call Center Scheduling
    Impact SourcingCX Brings BPO Services to Global Customer Contact Centers
    Impact SourcingCX, is here. The BPO consulting services, work to match companies with BPO servicers in locations that meet needs - from culture to soc…
    3/29/2022

    Call Center Scheduling
    Google Announces Expansion to Google Cloud Contact Center AI Platform
    The expansion, according to Google, brings together the advantages of AI, cloud scalability, multi-experience capabilities, and tight integration with…
    3/22/2022

    Call Center Scheduling
    Vonage Includes Video Support for Jumper.ai Application
    Cloud communications company Vonage announced video capabilities are now included in the recently acquired Jumper.ai conversational commerce applicati…
    3/21/2022

    Call Center Scheduling
    Comm100, Deltapath Collaborate on Omnichannel Contact Center Platform
    This week, customer engagement solution developer Comm100 announced a new partnership with unified communications company, Deltapath. The two companie…
    3/18/2022

    Call Center Scheduling
    Uniphone, SpinSci Aim for Better Healthcare Engagement
    Conversation automation company Uniphone and digital patient engagement solution developer SpinSci Technologies announced a new strategic partnership …
    3/16/2022

    Call Center Scheduling
    911 Call Centers Turning to AI to Handle Influx of Calls Amid Staffing Shortages
    Municipal 911 call centers are facing an influx of calls while dealing with staffing shortages as a result of the COVID-19 pandemic. Some cities are t…
    3/10/2022

    Call Center Scheduling
    Gideon Taylor Reveals IntraSee Acquisition
    Gideon Taylor announced the acquisition of IntraSee, a software development company focusing on conversational AI and UX solutions.
    3/10/2022

    Call Center Scheduling
    New Emergency Call Center Alert System Coming to Arlington County
    To support the citizens of Arlington County in Virginia, officials have announced the development of a new alert system to improve response times for …
    3/4/2022

    Call Center Scheduling
    Virginian 211 Operators Experiencing Spike in Call Volume
    The pandemic and subsequent great resignation dealt call centers a bad hand. This situation is forcing agents to take on significantly more work than …
    2/28/2022

    Call Center Scheduling
    Zoom Intros Cloud-Native Contact Center Solution
    Zoom announced the launch of Zoom Contact Center: a cloud-native omnichannel solution enhancing communications for remote contact center operations. T…
    2/25/2022

    Call Center Scheduling
    Thailand's Siam Commercial Bank Chooses NICE Nexidia Analytics
    Siam Commercial Bank, Thailand's first indigenous bank, offers a full range of financial services and an extensive branch network. Its contact center …
    2/22/2022

    Call Center Scheduling
    Making sure the "I" in Your IVR Really Stands for "Interactive"
    Companies have been relying on interactive voice response (IVR) systems for decades. The first generation of this technology was pretty basic…it was m…
    2/18/2022

    Call Center Scheduling
    Rocket.Chat Intros Instagram Direct
    provider Rocket.Chat announced the launch of its latest offering: Instagram Direct as part of its omnichannel solution.
    2/16/2022

    Call Center Scheduling
    Pegasystems Adds New Tools for Contact Centers Agents
    Pegasystems, a provider of customer engagement software solutions, recently announced the launch of new Voice AI and Messaging AI assistance tools for…
    2/11/2022

    Call Center Scheduling
    Harry's Inc. Invests In Playvox Workforce Management
    Workforce engagement solution developer Playvox revealed Harry's Inc., a web-based men's grooming product company, is now using the Playvox Workforce …
    2/4/2022

    Call Center Scheduling
    Verint Research Uncovers Customer Frustration with Chatbots
    So you've implemented a chatbot to help field customer requests. That's enough, right? Not according to a survey of over 1,000 American consumers comm…
    2/2/2022

    Call Center Scheduling
    Waterfield Technologies Announces VoxGen Acquisition
    Customer engagement solutions developer Waterfield Technologies recently announced the acquisition of VoxGen, a conversational AI solution company bas…
    2/2/2022

    Call Center Scheduling
    Pindrop Partners with Five9 to Enhance Customer Security
    Pindrop recently announced a partnership with cloud contact center leader, Five9. As part of this new business relationship, Pindrop security solution…
    1/28/2022

    Call Center Scheduling
    Staff Shortages Causing Havoc for Bucks County 911 Services
    In Bucks County, a suburban community outside of Philadelphia, the labor shortage crisis is impacting 911 services in a serious way.
    1/28/2022

    Call Center Scheduling
    Twilio and Teleperformance Will Collaborate on New Contact Center Solutions
    Cloud communications platform provider Twilio and digital business solutions developer Teleperformance recently announced a new partnership to develop…
    1/27/2022

    Call Center Scheduling
    ZingTree Receives New Investments to Fuel Development
    ZingTree recently secured $15 million in new investments after completing its Series A funding round. Founded in 2014, ZingTree's mission has been to …
    1/21/2022

    Call Center Scheduling
    Genesys Adds Nuance Contact Center AI Tools to Cloud CX
    Creating better customer interactions is the name of the game today. Businesses aiming to provide best-in-class service must be able to connect with c…
    1/21/2022

    Call Center Scheduling
    Uniphore Revamps Product Portfolio After Jacada Acquisition
    In June of last year, conversational AI company Uniphone announced the acquisition of Jacada, an Israel-based software developer focusing on contact c…
    1/12/2022

    Call Center Scheduling
    Thankful Partners with Dixa to Bring AI Enhancements to Europe
    AI-based customer service solution company Thankful announced the formation of a new partnership with Dixa, a customer service platform provider based…
    1/11/2022

    Call Center Scheduling
    Raising the Levels of Service and Personalization on Your AI-based Chatbot
    If you're providing top-notch digital service to your customers, chances are you already use some type of artificial intelligence (AI) enabled virtual…
    12/29/2021

    Call Center Scheduling
    COVID Cases Closing Call Centers Again
    The Electricity Authority of Cyprus announced this week it was forced to shut down its customer service center in Strovolos after discovering a COVID …
    12/28/2021

    Call Center Scheduling
    Avaya and NORAD Embrace Christmas Spirit with Annual Santa Tracker
    Avaya is supporting the annual NORAD Santa tracker program with its contact center solutions, enabling children from all across the globe to check in …
    12/22/2021

    Call Center Scheduling
    WirelessCar to Showcase Call Center Services
    WirelessCar, a developer of digital services for electric vehicles, revealed the company will showcase a new call center services product at this year…
    12/21/2021

    Call Center Scheduling
    Designing Chatbots for Conversational UX
    Effective chatbots are making a significant impact on customer support today. The AI-driven, text-based virtual agents can often handle customer queri…
    12/16/2021

    Call Center Scheduling
    Southwest Calls in Corporate Workers to Staff Call Centers and Airports
    Southwest Airlines has called on corporate workers to volunteer at its call centers and in airports throughout the holiday season. The airline wants t…
    12/16/2021

    Call Center Scheduling
    CX Solution Source BPO Consultant Adds Services and a New Industry Veteran
    Customer experience consulting group CX Solution Source recently announced an expansion to their portfolio of services for current and prospective cli…
    12/9/2021

    Call Center Scheduling
    Zenarate AI Coach Aims To Boost Agent Performance
    Contact centers in every industry are using digital technology to make life easier for both customers and employees. Automation has been a godsend for…
    12/8/2021

    Call Center Scheduling
    QliqSOFT Chatbot Marketplace Helps Combat Healthcare Labor Shortage
    To offer healthcare facilities additional help with their patient engagement needs, QliqSOFT, a developer of a flexible collaboration platform for hea…
    12/3/2021

    Call Center Scheduling
    Municipal Call Centers Rely on Technology to Ease Heavy Call Volumes During COVID
    Many municipal call centers have been strained by new responsibilities like booking vaccine appointments and answering other COVID-related questions. …
    12/3/2021

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