RALEIGH, N.C. and NEW YORK, June 17, 2025 /PRNewswire/ -- Pendo, the world's first software experience management platform, today announced Pendo Agent Analytics, a first-of-its-kind solution that ...

Emvolve Performance Manager from Performix Technologies (Burlington, MA) lets you set performance goals for agents and view their performance statistics from a Web browser. Agents can view charts ...

A company’s contact center workforce comprises a range of skills and capabilities. Good supervisors strive to create balance across a shift, so they can optimize the customer experience for any ...

AI agents aren’t just speeding things up — they’re reshaping the business, and CIOs need new metrics, a smart rollout and a big-picture story to get buy-in. As CIO, you’ve likely navigated countless ...

Most technological innovations take a somewhat circuitous path to mainstream adoption, often taking years to get there. Word of mouth, successful use case deployments, employee movement 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, ...

I was impressed with the analysis and recommendation offered in a recent book, “Trust the Plan: Demand Management For Business Leaders,” by Greg Spira. Greg brings a wealth of experience based on his ...