Achievers Named As Finalist in Seven 2012 Stevie® Awards for Sales & Customer Service

January 27, 2012

Achievers, the leader in employee rewards and recognition solutions, was named today as a finalist in the sixth annual Stevie Awards for Sales &... more >>

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BigHand Leads the Way According to Latest ILTA Technology Survey

January 27, 2012

BigHand, the leader in voice productivity and workflow digital dictation technology in the legal marketplace, was recently shown to be the market... more >>

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Governor Cuomo Announces Xerox to Expand in Monroe County

January 27, 2012

Governor Andrew M. Cuomo today announced that Xerox Corporation will establish a call center in Webster that will create 500 new jobs over the next... more >>

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The Four Building Blocks of a Multichannel Customer Strategy

January 17, 2012

Health insurers today face many game-changing marketplace forces, including plan consolidation, and growing customer and employer pressure to lower... more >>

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Top 5 Ways to Deliver Exceptional Service through January Blues

January 3, 2012

There are certain things that you can count on before and after the holiday season - Black Friday, Cyber Monday, and good food and, of course,... more >>

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Empowering the Modern CSR

January 3, 2012

As customer service and retention rise to the top of companies' priority lists in a down economy, the demands on today's customer service... more >>

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Speech Analytics: A New Paradigm for Quality Monitoring

December 20, 2011

Globalization and the information technology revolution has transformed the business world, and contact centers must adapt if they wish to survive.... more >>

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Contact Center Metrics - How Does Your Contact Center Compare to Your Industry Peers?

February 2, 2012 - February 2, 2012

How Does Your Contact Center Compare to Your Industry Peers? Cisco has recently partnered with BenchmarkPortal and The Center for Customer Driven... more >>

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Roundtable: Customer Analytics, latest trends in systems, reporting, adoption and ROI

February 7, 2012 - February 7, 2012

Utilized properly, analytics can provide better understanding of your customers, their customer experience, competitive pressures and ways to improve... more >>

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Elevating the Customer Experience through Advanced Reporting and Interaction Analytics

February 21, 2012 - February 21, 2012

Today’s advanced analytic and reporting tools offer real time intelligence. Join us to learn how tools such as surveys or net promoter scores offer... more >>

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Call Recording and the Law

February 23, 2012 - February 23, 2012

An overview of several of the laws and requirements that impact contact center operations including Consent-to-Record, Telemarketing Sales Rule, The... more >>

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Best Practices in the Call Center: A Customer Touch-Point Methodology

January 17, 2012

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders.... more >>

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Call Center Workforce Management Software Best Practices

January 17, 2012

The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work,... more >>

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Infor10 CRM Enterprise

January 3, 2012

Read this paper to learn about a business-specific solution that is designed with forward-thinking brands in mind. With all industries considered and... more >>

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Seven Best Practices for Speech Analytics

January 3, 2012

Download this complimentary white paper and learn how you can easily gather and leverage data from all customer interactions to assess how your... more >>

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