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Workscape Continues Strong Year with Relentless Focus on Driving Client Success

July 28, 2010

Workscape, Inc., a leading provider of integrated HR solutions and services, today announced news of an outstanding second quarter, powered by the... more >>

Verint Systems Receives U.S. Patent Covering Recording as a Network Service

July 28, 2010

Verint® Systems Inc. (NASDAQ: VRNT) today announced that the United States Patent and Trademark Office (PTO) has issued a fundamental patent to... more >>

Visiting Nurse Service of New York Deploys Optimum Lightpath Services to Help Meet Increasing Demand for New York City Home Care

July 28, 2010

Optimum Lightpath®, a market leader in Ethernet-based communication solutions for New York metropolitan area businesses, today announced that... more >>

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A Multi-channel Approach to Today's Customer Relationship Management

July 27, 2010

Since the evolution of the 'dot.com' business model, consumers and businesses have not moved exclusively to online shopping as some predicted, but... more >>

Five Keys to the Right Customer Experience

July 16, 2010

In today's world of demanding customers, transparency via social media and a challenging business environment in general, customer experience is more... more >>

How to Lead in Customer Support via White-Label Remote Outsourcing

July 15, 2010

The million-dollar question (sometimes literally) for any company that uses or provides services, is whether to grow those services in-house or... more >>

Achieving Business Continuity During Natural Disasters with Virtual Contact Centers

July 12, 2010

As I write this, Hurricane Alex has already made landfall on Mexico’s Gulf Coast with winds of 105 mph. While Alex was the first named storm of the... more >>

More Web Events

10 Secrets to Boosting First Call Resolution: Best Practices for Improving Satisfaction and Reducing Costs

July 29, 2010 - July 29, 2010

First Call Resolution is an essential metric for any contact center for two simple reasons: it drives customer satisfaction and reduces operating... more >>

The Smart Desktop - Anticipating Customer and User Needs

August 10, 2010 - August 10, 2010

If your employees find it hard to help customers because of a complicated desktop, join the webcast to learn how you can leverage your existing... more >>

Experience Management - The Six Crucial Steps to Delivering an Exceptional Customer Experience

August 12, 2010 - August 12, 2010

Join us to learn how context, the value of interaction as shaped by the knowledge of the customer, plays a key role in delivering a high quality,... more >>

More White Papers

Best Practices for First-Contact Resolution - Your Performance Driver

July 21, 2010

First-contact resolution, or FCR, is a leading performance driver in the support center. Get it right, and you win with customers, management and the... more >>

The Business Value of Whole Call Analytics

July 21, 2010

To maximize customer satisfaction and reduce costs, leading edge companies are using whole call analytics to examine voice interactions holistically... more >>

Presentation Transcript: Profitable Call Centers - How to Utilize At-Home Agents

July 1, 2010

Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers... more >>




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