KANA Announces Latest Email Response Management Release for High-Performance Customer Service With Integrated Text Analytics

May 16, 2013

KANA Software, Inc., a global leader in customer service solutions used by more than 900 organizations worldwide, today introduced KANA Response... more >>

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Infor Completes Acquisition of TDCI, Inc.

May 16, 2013

Infor, a leading provider of business application software serving more than 70,000 customers, today announced it has completed the acquisition of... more >>

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Verint Extends VoC Analytics Leadership Position with Mobile, Enterprise Feedback Management Enhancements and Multichannel Unification

May 16, 2013

Verint® Systems today announced that it has extended its Voice of the Customer (VoC) Analytics™ portfolio to include SMS feedback into its already... more >>

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HP Helps Clients Enhance Customer Interactions by Transforming the Contact Center

May 16, 2013

HP Enterprise Services today announced new services designed to enable organizations to break free from legacy contact center technology and bring... more >>

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5 Ways Banks Can Leverage Their IVR to Reduce Costs

May 7, 2013

Rather than setting your IVR and forgetting about it, it makes great business sense, especially at a time when retaining customers and minimizing... more >>

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3 Critical Steps to Prep Your Contact Center for the Affordable Care Act

April 23, 2013

For most Americans, 2014 marks the year the Affordable Care Act goes into full effect. But for healthcare companies, now is the time to prepare.... more >>

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Six Key Reasons Chat Can Be Good for Business

April 9, 2013

Evidence both anecdotal and quantifiable proves adding chat as a method of customer communication can be beneficial to most organizations. However,... more >>

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Six Prep Steps to Disaster-Proof Your Contact Center

March 26, 2013

It is important for contact centers to take the time to understand and prepare for natural disasters. By making a commitment to ensure non-failing... more >>

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9 Reasons You Should Not Disavow Telecommuting

March 12, 2013

Although each situation is different, company executives often deny giving employees the option to telecommute because they are afraid of reduced... more >>

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Customer-Centered Innovation: Driving Operational Excellence from the Outside-In

May 7, 2013

Watch this on-demand webinar today to learn how Europ Assistance was being challenged to improve customer service levels and operational efficiency... more >>

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Integrated Data Mining - The Core To Customer Analytics Success

May 7, 2013

Inside this white paper, discover the challenges that traditional data mining systems pose, and how you can tackle them, empowering all members of... more >>

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Online Testing for Site Optimization: 101

April 23, 2013

Web site optimization can drastically help your business increase conversion rates and bring in revenue, but site optimization is not a simple... more >>

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‘A Little Extra Service’ Raises Customer Satisfaction and Lowers Costs

April 23, 2013

When your business can provide mobile- and internet-friendly touch points, you can help customers get their answers when self-service isn't enough.... more >>

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