Call Center Scheduling Featured Articles

There is a disconnect between the need to embrace empathy in contact centers and its practical utilization in improving customer experiences.
5/17/2022

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

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

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

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

Verint, has announced the release of a new compliance recording integration with Zoom.
4/18/2022

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

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

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

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

Collinson Group, a UK travel experiences and insurance company, recently tapped Freshworks Inc. and its Freshdesk customer experience platform to reac…
3/30/2022

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

The expansion, according to Google, brings together the advantages of AI, cloud scalability, multi-experience capabilities, and tight integration with…
3/22/2022

Cloud communications company Vonage announced video capabilities are now included in the recently acquired Jumper.ai conversational commerce applicati…
3/21/2022

This week, customer engagement solution developer Comm100 announced a new partnership with unified communications company, Deltapath. The two companie…
3/18/2022

Conversation automation company Uniphone and digital patient engagement solution developer SpinSci Technologies announced a new strategic partnership …
3/16/2022

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

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

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

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

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

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

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

provider Rocket.Chat announced the launch of its latest offering: Instagram Direct.
2/16/2022

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

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

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

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

Pindrop recently announced a partnership with cloud contact center leader, Five9. As part of this new business relationship, Pindrop security solution…
1/28/2022

In Bucks County, a suburban community outside of Philadelphia, the labor shortage crisis is impacting 911 services in a serious way.
1/28/2022

Cloud communications platform provider Twilio and digital business solutions developer Teleperformance recently announced a new partnership to develop…
1/27/2022

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

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

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

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

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

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

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

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

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

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

Customer experience consulting group CX Solution Source recently announced an expansion to their portfolio of services for current and prospective cli…
12/9/2021

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

To offer healthcare facilities additional help with their patient engagement needs, QliqSOFT, a developer of a flexible collaboration platform for hea…
12/3/2021

Many municipal call centers have been strained by new responsibilities like booking vaccine appointments and answering other COVID-related questions. …
12/3/2021

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

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

Cloud-based finance and HR application developer Workday recently announced a new agreement to acquire workforce and vendor management tech producer, …
11/23/2021

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

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

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

Many companies are increasingly relying on artificial intelligence-driven (AI) chatbots to help handle routine customer inquiries. These chatbots can …
11/12/2021

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

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

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

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

To further support patient and care teams, RingCentral, a provider of global enterprise cloud communications, video meetings, collaboration, and conta…
10/29/2021

UJET and Google Cloud have joined forces to bring UJET's CCaaS solution to business customers across the globe.
10/27/2021

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

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

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

Kore.ai, a Florida-based company that specializes in conversational artificial intelligence (AI) technology, recently announced the release of SmartAs…
10/14/2021

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

Talkdesk has unveiled a new contact center solution to improve government assistance programs through digital transformation.
10/5/2021

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

Business leaders could save valuable time and resources finding new call center agents by offering more hybrid/remote opportunities.
9/28/2021

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

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

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

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

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

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 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 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

IQVIA announced it will be enhancing its medical contact center services with artificially intelligent virtual agents.
9/3/2021

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

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

Quadient and UiPath will combine tablets to offer business customers advanced automated solutions to enhance customer experiences and business product…
8/24/2021

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

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

Airkit's new report finds that a significant majority of customers are unsatisfied with customer service support.
8/20/2021

Talkdesk generated $230 million during the latest funding round, pushing the company to a $10 billion valuation.
8/13/2021

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

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

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

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

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

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

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

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

Smartronix has been certified for AWS Connect Delivery Service, marking the fifth AWS certification for the company.
7/19/2021

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

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

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

Marketing and customer data platform provider Lemnisk announced the company officially entered the Japanese business market, allowing enterprise custo…
7/7/2021
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

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

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

ICE leaders are experimenting with new technology to modernize and improve call center operations for the post-pandemic age.
6/16/2021

Delivering a satisfactory customer experience is about balancing technology and automation with meaningful, empathetic human interactions.
6/10/2021