Spoken Communications

Spoken Communications to Power Avaya Hybrid Cloud Solution

December 19, 2014

Spoken Communications, a cloud infrastructure provider specializing in contact center virtualization, announces an agreement with Avaya, a provider... more >>


TNT to Deliver Customer Service Excellence from the Cloud with NewVoiceMedia

December 18, 2014

NewVoiceMedia, a leading global provider of cloud contact center technology, today announced that TNT UK is using its ContactWorld solution to... more >>


Metrics Dashboard Lets Contact Center Agents Monitor Their Performance

December 18, 2014

"The capability for agents to see their up-to-the-minute performance indicators, combined with an incentive-based compensation plan is a great... more >>


NewVoiceMedia’s Cloud Contact Center Technology Boosts Colloquy’s Student and Partner Engagement and Retention

December 18, 2014

NewVoiceMedia, a leading global provider of cloud contact center solutions, today announced that Colloquy, a leader in the development and support of... more >>

Finding the Right Way to Measure Quality in the Contact Center

December 16, 2014

Every contact center measures quality in a different way. Some companies use very high-tech quality monitoring solutions with call recording,... more >>

Call Center Hiring Blitz Continues for The Results Companies in Stuart, VA

December 16, 2014

Business process outsourcing company the Results Companies recently announced a large expansion at its facility in Stuart, Virginia. The company will... more >>

West to Close Oklahoma City Call Center after Taking $4M in Hiring Incentives

December 16, 2014

West Business Solutions, a division of BPO giant West Inc., is reportedly permanently closing its Oklahoma City contact center and laying off the... more >>

BPO Firm Firstsource Hiring Again at Colorado Springs Contact Center after Resolving to Close It

December 16, 2014

Business process outsourcing (BPO) firm Firstsource has announced that it is once again hiring again for its contact center in Colorado Springs.... more >>

Debt Collector to Close Rockford, IL Call Center, Return $200K in Incentives

December 15, 2014

What happens when a company accepts financial incentives from a municipality to create call center jobs, then closes its doors a few years later? In... more >>

CDW Corporation

The Story Behind The PCI Data Security Standard 3.0

October 1, 2014 - December 31, 2014

This webcast reveals how PCI DSS has changed and several ways to manage compliance. Watch now to learn about the history of the PCI security... more >>


Getting Started with Real-Time Speech Analytics

December 11, 2014

This whitepaper will show you how Santander Consumer USA successfully leveraged CallMiner’s real-time monitoring tool. It also includes information... more >>


The 7 Deadly Sins of Contact Centers

December 5, 2014

Just like the humans who run and staff them, contact centers can fall victim to the 7 Deadly Sins, resulting in customer service hell. Learn how to... more >>


WFM - Accurate Forecasting and Resource Allocation are the Keys to Successful Contact Center Scheduling

December 1, 2014

Just as no two snowflakes are alike, no two contact centers have identical staffing needs. Forecasting contact center workloads and intelligently... more >>


451 Research Mobility Team (powered by Yankee Group) - The Shift to Mobile Breathes New Life into Old Interactive Voice Response Systems

November 18, 2014

451 Research’s Mobile and Connected Devices Forecast & Monitor, April 2014, shows the staggering pace at which mobility is growing: There are... more >>


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John Cray

John Cray

John Cray is vice president of product management for Enghouse Interactive.

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