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Call Center Scheduling Featured Articles

    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.
    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

    Call Center Scheduling
    Royal Philips and MedChat Partner to Bring AI Chatbot Services to Philips Patient Navigation Manager
    Throughout the world, health care providers' call centers are busy places. Health-related calls tend to be complex, which drives up the time it takes …
    11/23/2021

    Call Center Scheduling
    FCC Votes 'Yes' for 988 Texting to National Suicide Prevention Hotline
    Suicide is one of the leading causes of death in our nation - especially for those in the age group of 10-34 years old. This startling statistic is fu…
    11/23/2021

    Call Center Scheduling
    Workday Signs Agreement for VNDLY Acquisition
    Cloud-based finance and HR application developer Workday recently announced a new agreement to acquire workforce and vendor management tech producer, …
    11/23/2021

    Call Center Scheduling
    NICE Teams with Google Cloud for CXone Integration
    CX leader NICE partnered with Google Cloud to offer customers an integration for the CXone platform.
    11/23/2021

    Call Center Scheduling
    Airline Customer Service In Need Of Major Reforms
    The pandemic has placed major challenges on airlines and travelers and airlines have not been able to keep up with customer inquiries and complaints. …
    11/19/2021

    Call Center Scheduling
    Texas Workforce Commission Eases Contact Center Operations
    After experiencing unprecedented call volume levels during the pandemic, the Texas Workforce Commission is shutting down now unnecessary call centers.
    11/17/2021

    Call Center Scheduling
    Chatbots Are Confused by Figurative Language and Metaphors
    Many companies are increasingly relying on artificial intelligence-driven (AI) chatbots to help handle routine customer inquiries. These chatbots can …
    11/12/2021

    Call Center Scheduling
    Exotel Boosts CX Capabilities with Cogno AI Acquisition
    Exotel recently announced it has purchased Cogno AI, a cloud communications startup from Mumbai, India with deep expertise in conversational AI and cu…
    11/11/2021

    Call Center Scheduling
    West Virginia's Marion County Upgrades to 911 Text Technology
    Technology has been somewhat slow to catch up with public safety. The ability to send a text alert to a 911 call center is considered critical. It's n…
    11/10/2021

    Call Center Scheduling
    Heartland Dental Recruits RingCentral for Communications Transformation
    RingCentral revealed this week that Heartland Dental will now be using RingCentral MVP and RingCentral Contact Center to offer higher quality patient/…
    11/5/2021

    Call Center Scheduling
    NICE's CXone Receives Top Scores in DMG Cloud Contact Center Report
    Last month, market research company DMG Consulting LLC released its 2021-2022 Cloud-Based Contact Center Infrastructure Product and Market Report. The…
    11/3/2021

    Call Center Scheduling
    RingCentral Partners w Healthcare ISVs to Transform Point of Care
    To further support patient and care teams, RingCentral, a provider of global enterprise cloud communications, video meetings, collaboration, and conta…
    10/29/2021

    Call Center Scheduling
    UJET, Google Cloud Form Strategic Partnership
    UJET and Google Cloud have joined forces to bring UJET's CCaaS solution to business customers across the globe.
    10/27/2021

    Call Center Scheduling
    Kentucky State Police Welcome New Graduates to Local Dispatcher Teams
    To ensure it's police and emergency personnel have adequate support from emergency dispatchers, The Kentucky State Police (KSP) provide an in-house te…
    10/21/2021

    Call Center Scheduling
    Media Partners' Fill the Glass Call Center Training Solution Boosts Soft Skills
    While classroom instruction still has a place in call center workforce training, many call centers are turning to more engaging content to help train …
    10/19/2021

    Call Center Scheduling
    Five9 Reports Massive Rise in Intelligent Virtual Agent Adoption
    Five9, a leader in cloud contact center solutions, has reported surging interest in IVA integration for contact center customers over the last year.
    10/14/2021

    Call Center Scheduling
    Kore.ai Introduces SmartAssist AI-Native CCaaS Solution
    Kore.ai, a Florida-based company that specializes in conversational artificial intelligence (AI) technology, recently announced the release of SmartAs…
    10/14/2021

    Call Center Scheduling
    Tucson Police Chief Calls for Better Co-Response for 911 Call Centers
    Emergency 911 call centers handle a variety of emergencies, but increasingly, they're called on to handle mental health crises. Some municipalities ha…
    10/7/2021

    Call Center Scheduling
    Talkdesk Citizen Engagement Attempts to Simplify Government Assistance
    Talkdesk has unveiled a new contact center solution to improve government assistance programs through digital transformation.
    10/5/2021

    Call Center Scheduling
    Kore.ai Intros SmartAssist AI CCaaS Solution
    Better management of customer interactions is a key step in advancing customer service efforts for today's businesses. With the help of new technologi…
    10/1/2021

    Call Center Scheduling
    Flexibility Key to Cutting Contact Center Turnover
    Business leaders could save valuable time and resources finding new call center agents by offering more hybrid/remote opportunities.
    9/28/2021

    Call Center Scheduling
    Officials in India Say Call Center Scam Operations Are Soaring
    A study conducted by Truecaller and The Harris Poll found that nearly 60 million Americans report they have lost money to phone scams over the past ye…
    9/24/2021

    Call Center Scheduling
    Unisys Chosen by Wisconsin Workforce Department to Provide Cloud Contact Center
    Wisconsin's Department of Workforce Labor has selected Unisys to provide the NICE CXone contact center solution to enhance call center capabilities fo…
    9/24/2021

    Call Center Scheduling
    Atlanta Under Pressure to Address 911 Call Center Staffing Issues
    In Atlanta, the city's 911 call center has been reported by local news outlets to be grappling with worker shortages and employees are getting burnt o…
    9/24/2021

    Call Center Scheduling
    SMG Extends CallMiner Partnership
    Global experience management solution developer Service Management Group (SMG) has announced a partnership extension with conversation analytics solut…
    9/23/2021

    Call Center Scheduling
    IntelePeer Adds Voice to IBM Waston Virtual Agent
    IBM's Watson Assistant is an intelligent virtual agent that makes it possible for organizations to improve first contact resolution and enables a more…
    9/17/2021

    Call Center Scheduling
    Durham, North Carolina Takes Steps to Fill Empty Seats in 911 Call Center
    The global COVID-19 pandemic has been hard on call center staffing, as many call center managers will attest. Older workers have elected to retire rat…
    9/15/2021

    Call Center Scheduling
    Call Centers Must Move Away from Cost Center Mentality to Achieve Success
    Call centers have been viewed as cost centers for too long, with a strong emphasis on savings and shorter call times. This attitude has hurt agents, c…
    9/10/2021

    Call Center Scheduling
    Re-onboarding Remote Call Center Workers Presents Challenges and Opportunities
    Call centers are in a unique position as they face the prospect of bringing employees hired remotely during the pandemic back into the physical call c…
    9/10/2021

    Call Center Scheduling
    IQVIA Enhances Medical Contact Center with AI Support
    IQVIA announced it will be enhancing its medical contact center services with artificially intelligent virtual agents.
    9/3/2021

    Call Center Scheduling
    Ohio 911 Call Center Agent Saves Life of Choking Coworker
    People who work in emergency services call centers are familiar with assisting in saving lives, but in some cases, it happens literally. In Trumbull C…
    9/2/2021

    Call Center Scheduling
    Wayfair Drops Bangor Customer Service Center, Favors Remote Environments
    Wayfair representatives recently revealed it would no longer be using the Bangor office building for customer service operations, and will be utilizin…
    8/26/2021

    Call Center Scheduling
    Quadient Joins UiPath for Automation-Focused Strategic Partnership
    Quadient and UiPath will combine tablets to offer business customers advanced automated solutions to enhance customer experiences and business product…
    8/24/2021

    Call Center Scheduling
    Chatwoot's New Open Source Customer Engagement Platform Could Change the Game
    Open source solutions which have the benefit of free, easy to use tools are one way to approach getting these solutions out to more businesses. Howeve…
    8/20/2021

    Call Center Scheduling
    Telia Turns to ServiceNow for Workflow Management Transformation
    Telia Company will be working closely with ServiceNow to bring new technical and service management support to the company's multinational business op…
    8/20/2021

    Call Center Scheduling
    Airkit Discovers 64% of Customer Service Agents Falling Short
    Airkit's new report finds that a significant majority of customers are unsatisfied with customer service support.
    8/20/2021

    Call Center Scheduling
    Talkdesk SkyRockets to $10 Billion Valuation After Series D Funding Round
    Talkdesk generated $230 million during the latest funding round, pushing the company to a $10 billion valuation.
    8/13/2021

    Call Center Scheduling
    School Districts Attempt to Mitigate Bus Transportation Chaos with Call Centers
    The strain on call centers all over the world has escalated due to the COVID-19 pandemic. Whether it's citizens looking for COVID testing and vaccinat…
    8/13/2021

    Call Center Scheduling
    Papa John's Overhauls Call Center with AI-Infused PapaCall Solution
    Papa John's pizza chain has integrated AI and machine learning into its cloud-based call center. The company is aiming to provide more personalized cu…
    8/11/2021

    Call Center Scheduling
    Contact Center Leaders Struggle with Future of Work Post-Pandemic
    Post-pandemic strategies are all the buzz across business right now, even as COVID-19 cases are seeing an increase across the nation. Many companies, …
    8/5/2021

    Call Center Scheduling
    Federal Government Begins Push for More Omnichannel Communications Across Agencies
    Can a federal government mandate better customer support? Not among private companies, certainly. But the Biden administration seems poised to make an…
    8/5/2021

    Call Center Scheduling
    Five9 Now Accepting Nominations for First Ever Reimagine CX Awards
    Five9 has revealed new categories for the upcoming 2021 Reimagine CX Awards, honoring business leaders who are reimagining customer experiences with d…
    7/28/2021

    Call Center Scheduling
    Broadvoice Buys GoContact
    Cloud call centers have never been more important than today. With an increasing need for customer solutions across businesses and expanded acceptance…
    7/27/2021

    Call Center Scheduling
    Concentrix Announces Chattanooga Call Center Hiring
    The call center industry is one that's done exceedingly well in spite of a global pandemic. Now more than ever businesses and customers rely on commun…
    7/21/2021

    Call Center Scheduling
    Florida Sees Success Tapping Emergency Management Consultant for COVID Crisis
    The global COVID-19 pandemic and the effort to vaccinate the public that followed was a strain for many government and municipal agencies, but call ce…
    7/21/2021

    Call Center Scheduling
    Smartronix Announces Fifth AWS Service Validation
    Smartronix has been certified for AWS Connect Delivery Service, marking the fifth AWS certification for the company.
    7/19/2021

    Call Center Scheduling
    Introducing Centrical for Amazon Connect
    Business intelligence solutions provider Centrical has announced the general availability of its new Centrical for Amazon Connect offering to help add…
    7/19/2021

    Call Center Scheduling
    AI in Contact Centers: Where Transcription Technology Fits In
    Today, with Artificial Intelligence (AI) growing in the contact center, a closer look at speech how technologies are advancing this vital feature reve…
    7/16/2021

    Call Center Scheduling
    Swampfox Enhances Callback Capability with First In Line 3.1
    Swampfox announced First In Line (FIL) 3.1, building on prior releases by further augmenting Cisco contact center solutions with robust callback funct…
    7/16/2021

    Call Center Scheduling
    Lemnisk Announces Entry into Japanese Enterprise Market
    Marketing and customer data platform provider Lemnisk announced the company officially entered the Japanese business market, allowing enterprise custo…
    7/7/2021

    Call Center Scheduling
    COVID-19 Call Center Closures Reflect Sign of the Times
    As the nation becomes more vaccinated against COVID-19 and approaches a point where everyone who wants a vaccine is able to get one, many temporary co…
    7/7/2021

    Call Center Scheduling
    TTEC Wins FEMA Blanket Purchase Agreement
    One thing that 2020 has showed us is that call centers - always vital to the day-to-day operation of a nation - become even more vital during a nation…
    7/2/2021

    Call Center Scheduling
    Blue Prism's Contact Center Offering Integrated into AWS
    When Blue Prism announced its new Service Assist solution in October of 2020, the company stated that it new offering would automate next-generation c…
    6/17/2021

    Call Center Scheduling
    ICE Call Center Finds Relief with Automation and AI
    ICE leaders are experimenting with new technology to modernize and improve call center operations for the post-pandemic age.
    6/16/2021

    Call Center Scheduling
    Five Ways to Ensure a Balanced Customer Experience
    Delivering a satisfactory customer experience is about balancing technology and automation with meaningful, empathetic human interactions.
    6/10/2021

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