Managerial and Training

T-Mobile is on a mission to reinvent its approach to customer service, relying less on IVR and chatbots and more on dedicated customer support teams.
Posted August 17, 2018

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018

For the 16th time, the carrier beat out all of its competitors, posting a record-setting score for the second year in a row.
Posted August 03, 2018

Smartsheet Accelerator for Professional Services helps customer service professionals onboard customers and start relationships with them. (Featured on DestinationCRM.com.)
Posted July 17, 2018

Talkdesk users can now run CSI's Virtual Observer workforce optimization within their cloud-based contact centers.
Posted June 28, 2018

Eureka Starter puts speech analytics within reach for organizations uUsing Amazon Connect.
Posted June 20, 2018

Serenova's native, cloud-based Quality Management Solution provides call recording, screen recording, and quality assurance to contact centers.
Posted June 20, 2018

Noble Systems announces a number of offerings and initiatives to help contact centers manage their employees.
Posted June 20, 2018

Click2Coach 12.1 uses speech analytics to help contact center managers identify problems that can be addressed with agent coaching.
Posted June 20, 2018

HireIQ and Genesys together launch an AI-driven call center recruitment solution.
Posted June 13, 2018

With just a few wording changes, customer service reps can position your company higher in the CSAT department.
Posted June 08, 2018

Coach provides automated scoring and direct feedback across all agents for self-coaching and data-driven management.
Posted May 28, 2018

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement.
Posted May 24, 2018

The expo's message was clear: All companies should consider themselves service organizations.
Posted May 23, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

CxEngage Scoreboard is an integrated performance management solution for contact centers.
Posted May 17, 2018

NICE's cloud-native AWFO 2.0 includes targeted coaching, personas, and e-learning.
Posted May 15, 2018

Bright Pattern has integrated its omnichannel cloud contact center software with NICE Workforce Optimization (WFO) powered by advanced analytics
Posted April 17, 2018

Speakers take on forward-looking topics such as the impact of social media and quantifying customer experience.
Posted April 11, 2018

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018

Verint's growing line of SMB-specific solutions now includes recording, quality management, and workforce optimization solutions.
Posted February 27, 2018

CXone Agent for Salesforce add's NICE's Workforce Optimization to Salesforce.com's unified desktop.
Posted January 22, 2018

Cogito Dialog now evaluates behavioral signals, provides live guidance to phone representatives.
Posted January 09, 2018

Kronos's workforce management solution now includes Vocantas' communications technology for employee absence reporting, outbound automated shift call outs, and emergency notifications.
Posted November 14, 2017

Verint AQM automates scoring of up to 100 percent of agent calls.
Posted November 01, 2017

NICE's workforce optimization suite gets a boost with the integration of WorkFlex's intraday management software.
Posted October 12, 2017

The latest NICE Workforce Management solution leverages artificial intelligence to improve forecasting and usability.
Posted October 05, 2017

8x8's new suite of products unifies communications, collaboration and contact center solutions with analytics.
Posted October 04, 2017

IR has launched its Prognosis UC Assessor as a cloud-based service and has added support for Microsoft Teams.
Posted September 26, 2017

NICE CXone WFO brings workforce optimization to Amazon Connect users.
Posted September 21, 2017

iBenchmark enhances CXone with benchmark data for contact center operations.
Posted September 14, 2017

Bright Pattern now integrates with Monet WFM to provide a complete all-in-one contact center solution.
Posted September 12, 2017

A new international standard has been published to help contact centers improve the customer experience.
Posted September 05, 2017

A proper CEM program looks at far more than just one metric or department.
Posted September 01, 2017

ZOSE is a search engine designed for omnichannel contact center optimization.
Posted August 16, 2017

Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017

NVM becomes a Verint Workforce Management reseller.
Posted July 10, 2017

Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017

COPC's RevealCX is a quality monitoring and business intelligence software package for contact centers.
Posted June 28, 2017

Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees.
Posted June 09, 2017

CSI's latest Cisco certification enhances user capabilities to include a full range of customer engagement and agent empowerment features.
Posted May 30, 2017

The move brings agent forecasting and scheduling tools to the Bright Pattern cloud contact center suite.
Posted May 16, 2017

Back in 2015, one in every 2,000 calls into a call center was fraudulent, but in 2016, that rate grew to one in every 937 calls, according to telecommunications security and research company Pindrop Lab's 2017 Call Center Fraud Report. The change represents a 113 percent increase in fraud year over year, according to Pindrop, and every fraudulent call represents a loss of roughly $0.58 for the business.
Posted May 12, 2017

To say that United Airlines has been in hot water recently is an understatement. Now, United Airlines has rolled out 10 new customer service policies in response to some of the recent incidents, but one customer service expert argues they're simply not enough.
Posted April 28, 2017

NICE Evolve now offers staff forecasting functionality for contact centers.
Posted April 26, 2017

Verint's Workforce Optimization suite has been certified as compatible with Cisco's Unified Communications Manager solution.
Posted April 18, 2017

With customizable workflows, NICE Quality Central provides end-to-end automation and insight throughout the customer's journey and across complex processes.
Posted April 12, 2017

Controllers are more suited to today's call center needs, but empathizers get more of the jobs.
Posted March 24, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017