With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

(NYSE:RNG), a global leader in AI-powered business communications, today announced it has been named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

New 8x8 Contact Center standard WFM feature delivers smarter scheduling, better agent engagement, and faster time to value. Scale across channels with confidence: Staffing accuracy improves across ...

Belmont, CA (BUSINESS WIRE) - RingCentral, Inc. (NYSE: RNG), a global leader in AI-powered business communications, today announced the acquisition of CommunityWFM, a cloud-based, AI-first contact ...

Managing a workforce of call center agents around the world in the new hybrid working environment called for a change of approach. Agent engagement and empowerment, simplifying the coaching process, ...

Learn about the state of contact center technology and the latest software improvements giving call centers like yours a fresh advantage. Busy contact centers handle millions of conversations across ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...