Delivered within Calabrio ONE, Omni Agent Intelligence elevates quality management into a true control tower for modern service operations, replacing fragile, custom business intelligence projects ...

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 ...

Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance Across the Human and AI Agents, contact centre ...

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 ...

Measuring AI agent ROI is not necessarily straightforward, however, because it can be difficult to link AI agent performance directly to decreased costs or increased revenue. Some AI agent benefits ...

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, ...

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 ...

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 ...