Managerial and Training

Here are four things to consider when looking to simplify contact center management.
Posted July 10, 2020

CoreDial has added workforce management to its CoreNexa Contact Center platform.
Posted July 08, 2020

Evolve IP's Work Anywhere Office blends fully integrated virtual desktops, collaboration and communications tools, and contact center systems.
Posted June 23, 2020

Creatio partner Velvetech developed the Contact Center Product Suite, which is available on Creatio's marketplace. (Featured on SpeechTechMag.com.)
Posted June 16, 2020

Noble adds features to its contact center employee engagement platform.
Posted June 11, 2020

New capabilities help companies staff their contact centers while still complying with social distancing, workspace hygiene checks, and workforce assignment rules.
Posted June 09, 2020

Organizations that adopted cloud technologies will be better positioned to adjust to the new normal, not to mention any future events that might call for unprecedented flexibility.
Posted June 08, 2020

New features enhance the mobility of contact center agents and subject matter experts.
Posted June 04, 2020

Integrations extend UJET's ability to protect the identities of contact center workers and customers.
Posted May 27, 2020

CX Infinity for Cisco UCCX is a contact center application for digital customer engagements.
Posted May 27, 2020

Integrations provide increased collaboration, voice connectivity, and embedded agent controls.
Posted May 26, 2020

Talkdesk adds quality management, call and screen recording, and speech analytics to its WEM suite.
Posted May 21, 2020

Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Verint brings interaction recording and compliance assurance to Microsoft Teams. (Featured on DestinationCRM.com.)
Posted May 19, 2020

CSAT Pro measures customer satisfaction and provides actionable solutions in real time.
Posted May 04, 2020

Verint launches a work-from-home insights platform as part of its Desktop and Process Analytics package.
Posted April 30, 2020

Talkdesk CXTalent and Talkdesk Academy link contact center job seekers with companies looking to hire. (Featured on DestinationCRM.com.)
Posted April 28, 2020

An effective RPA project requires full transparency with agents.
Posted April 17, 2020

NICE inContact's CXone@home now helps companies ensure agent productivity while working from home.
Posted April 17, 2020

LogMeIn's GoToConnect Support Center brings cloud-based contact center technology to service and support organizations and can be deployed in one day.
Posted April 15, 2020

Noble is helping companies move to work-from-home teams in only two days to maintain business continuity during the COVID-19 crisis
Posted April 15, 2020

Verint's latest offerings address needs to improve workforce visibility, compliance, and productivity amid COVID-19 outbreak. (Featured on DestinationCRM.com.)
Posted April 13, 2020

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