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.

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, ...

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 ...

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

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance visibility and coaching foundation that distributed teams need to stay engaged ...

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

Aspect Communications Corp., RightForce and Blue Pumpkin Software Inc. are all scheduled to unveil call center workforce optimization solutions this week designed to help companies ensure their call ...

Businesses are doubling down on innovations like generative AI, advanced analytics and conversational intelligence to redefine how they engage with customers through contact centers. These tools are ...