Workforce management software will always do three things for the call center: schedule agents time, forecast and predict how many agents a center will need at different times through the day and the ...

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.

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

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 ...

Editor's Note: Throughout the month of May, we'll be adding the full text of our interviews with the Workforce Management vendors we spoke to. Look for them on the current issue page. Every call ...

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 ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

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, ...

Today's call centers offer businesses a wealth of valuable features to help answer customers' calls faster and provide efficient customer service. They route incoming callers to the right person ...

The call center software industry could be getting a $2 billion boost. Thoma Bravo, a US-based private equity firm, is close to finalizing a deal to acquire call center software provider Verint ...

While employees may interact with most HR systems once a month or just once a quarter, there is one HR system that employees are logging into multiple times each day: workforce management systems.