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 ...

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 ...

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 ...

‘This positions our channel partners at the forefront of the transformation happening in workforce management, driven by cloud, AI and automation—giving them the tools to win in both new customer ...

Workforce management (WFM) is the process by which a company makes all of the complex factors of running a successful business come together to maximize an organization’s productivity and competency.

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 ...

At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly ...

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 ...

Privately held Concerto Software is to acquire Aspect Communications in a deal valued at $1 billion that could create the world’s largest call center products and services company, the pair said ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...