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 ...

Customer impact. Contact center leaders gain unified platform for efficiency and agent empowerment. RingCentral, Inc. acquired CommunityWFM on Sept. 8, 2025, adding AI-powered workforce management ...

The contact center landscape has undergone a seismic shift in recent years, driven largely by advancements in autonomous ...

Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...

Call center burnout isn’t just a staffing issue. It’s a warning light that today’s change management tactics aren’t keeping up. Across industries, companies face mounting pressure to rewire how ...

As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

BOSTON--(BUSINESS WIRE)--GoTo, the leader in cloud communications and IT, today introduced AI Quality Management, a key workforce engagement management (WEM) offering for GoTo Connect Contact Center.

FRANKLIN, Tenn.--(BUSINESS WIRE)--Eleveo has joined Zoom’s ISV Partner Program and is integrating its Workforce Optimization (WFO) software suite with Zoom Contact Center, the company’s omnichannel ...

Advanced new solution helps streamline customer operations through a personalized, AI-first, unified communications platform Cox Business, a leading provider of advanced cloud and managed IT solutions ...

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Providing fast, convenient customer service is fundamental to successful call center management. However, consumers continually seem to raise the bar as their behaviors evolve. At one time, ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...