Managerial and Training

Nemesysco customers cite the need to ensure business continuity while employees work from home during the coronavirus outbreak. (Featured on SpeechTechMag.com.)
Posted April 07, 2020

Contact center supervisors can manage teams without switching between applications with NovelVox Cisco Supervisor Desktop.
Posted April 02, 2020

NICE WEM@home is designed to help companies maintain service levels and agent engagement while working from home. (Featured on DestinationCRM.com.)
Posted March 31, 2020

Dimensions provides a true picture of customer calls and staff performance.
Posted March 26, 2020

3CLogic's cloud contact center solution offers to enable work-from-home agents with natively integrated telephony and call center functionality.
Posted March 25, 2020

Scientifically proven learning methods, such as spaced repetition, are proving successful at increasing contact center agents' product knowledge, helping deliver exceptional customer service across industries.
Posted March 23, 2020

ChaseData's Mobile Portal dashboard tool lets contact center managers track metrics and visualize data using any mobile device.
Posted March 17, 2020

The choices for WFM systems have never been better, and contact centers have never had more options.
Posted March 13, 2020

Observe.AI's Voice AI platform has become part of Telarus' portfolio of suppliers. (Featured on SpeechTechMag.com.)
Posted March 04, 2020

Genesys' nGuVu acquisition brings new capabilities to Gensesy Cloud Workforce Engagement Management. (Featured on DestinationCRM.com.)
Posted March 03, 2020

Calabrio ONE and Twilio Flex are coming together to provide customer service teams with customer insights on a customizable cloud contact center platform. (Featured on DestinationCRM.com.)
Posted March 03, 2020

The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption.
Posted February 19, 2020

Akeira 2.0 is easier to set up, optimize, train, and manage.
Posted January 29, 2020

8x8 Contact Center adds payment processing and quality management.
Posted January 29, 2020

Version 6.2 of the CX Standard offers more guidelines into service journeys and more best practices.
Posted January 16, 2020

Vocantas' Communicate staffing app is now available as a mobile app.
Posted January 06, 2020

Remote employees make up a significant chunk of Everlane's customer service team, yet the 67 workers in this group say the company doesn't value them or treat them fairly
Posted December 23, 2019

CallRevu and Phone Ninjas join forces to provide car dealerships with data and training to improve phone skills.
Posted December 20, 2019

Verint's RPA Discovery solution helps companies identify workflows that could better be performed by automation.
Posted December 18, 2019

Aspect Workforce Management v19 is now available on Microsoft's Azure cloud environment.
Posted December 18, 2019

Contact center leaders must seek a much broader range of skills and types of agents to keep up with workforce changes.
Posted December 13, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

Traditional business models are evaporating, and businesses must adapt or be left behind.
Posted December 02, 2019

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.
Posted December 02, 2019

The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
Posted November 18, 2019

AI-infused automation and mobile features streamline Verint WFM's user experiences. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Contact center budgeting requires a clear direction, good communication, and a solid understanding of the contact center's needs and strategic contributions.
Posted November 08, 2019

Noble Gamification 2.0 adds mobile app and tools for employee recognition.
Posted October 30, 2019

Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Posted October 18, 2019

Contact centers can be stress-filled places to work, but managers can do a few things to lessen the emotional strain.
Posted October 17, 2019

NPM now lets managers create personalized, engaging, and structured coaching programs.
Posted October 16, 2019

The partnership between Aspect Software and Intradiem brings real-time capabilities to contact center workforce management solutions.
Posted October 14, 2019

Playvox's agent optimization suite includes quality assurance, performance management, learning, coaching, agent recognition, and agent motivation in one platform. (Featured on DestinationCRM.com.)
Posted October 08, 2019

Aspect improves the performance and scalability of its workforce optimization, inbound, outbound, and omnichannel offering.
Posted October 07, 2019

Integrations help contact centers manage their agents within Slack and Zendesk.
Posted October 04, 2019

Serenova's free Contact Center Maturity Assessment evaluates and identifies opportunities to improve customer experience delivery.
Posted October 04, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Agent Self-Scheduling give agents more autonomy over their work routine.
Posted October 03, 2019

NICE has launched AI-based anomaly discovery and correction with machine learning.
Posted October 02, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Sutherland CXi is an artificial intelligence-powered application to provide real-time analytics and guidance to contact center agents.
Posted October 01, 2019

Agents need to be better trained in the wake of more specialized questions and problems that will come as customers turn more often to self-help.
Posted October 01, 2019

Robotic process automation will allow contact centers to upskill agents to handle more complex interactions.
Posted September 27, 2019

New partnerships and integrations with Zendesk and Salesforce enable companies to automatically coordinate responses.
Posted September 24, 2019

The upgrades to Avaya's IX Contact Center portfolio include new dashboards, a messaging feature, and desktop scripting.
Posted September 24, 2019

Earlier this week, employees at Amazon shared that the company was planning to eliminate its "Virtual Customer Service Reserves" customer service program, but word of mouth caused a change of heart for the company.
Posted September 20, 2019

Bold360's AI-powered search enhancements and advanced management tools enable more effective coaching and productivity increases.
Posted September 10, 2019

The Enhanced Service Through Consultative Sales Program equips service professionals with skills to deliver better experiences and to drive additional value.
Posted August 14, 2019

Global Relay has bolstered the analytics in its latest release.
Posted July 31, 2019

Customer service agents face many challenges, but a modern agent desktop could be the answer.
Posted July 19, 2019