Call Center World 2015: With the BusinessLine 3000 Series, Imtradex Presents Light Headsets for the Communication in Call Center Area

January 29, 2015

Imtradex is present again this year Call Center World from February 24 to 26 and will present headsets and communication equipment for the call... more >>

Kodak Alaris

What Makes "Omni-Channel" Work? Three Practical Answers for Today's Contact Center Challenges

January 29, 2015

Kodak Alaris is showcasing a practical new approach to master the omni-channel challenge at The Future Contact Center Summit in Orlando this week. more >>


OpenConnect Launches Upgraded WorkiQ Workforce Performance Measurement Software

January 29, 2015

OpenConnect, a leader in business process intelligence and workforce analytics software and services, today announced WorkiQ 6.3, a new generation of... more >>


LiquidHub Accelerates Growth with Acquisition of Two Salesforce Partners

January 28, 2015

LiquidHub, a digital integrator that partners with businesses to improve customer engagement and drive growth, today announced the acquisition of two... more >>

What’s Ahead for the Contact Center of 2015?

January 26, 2015

While enterprise technologies may not be beholden to trends and fads in the same way the consumer electronics market is (and that’s a good... more >>

Making It Easier for Customers by Reducing the Steps in the Journey

January 19, 2015

The words “customer journey” may seem like overused buzzwords, but as the world of customer support becomes more multichannel and complex, it’s... more >>

Voice Biometics Add to Contact Center Security without Creating Hurdles

January 19, 2015

Another year ends, and 2014 is likely to be notable for a number of reasons, not the least among them a record number of customer data breaches.... more >>

Almost 700 People Lose Jobs at Sitel

January 13, 2015

The call center outsourcing business is cyclical and often operates at the whim of large clients. For many outsourcers, this leads to a revolving... more >>

Call Centers Prepare: “The Internet of Things” is Coming

January 13, 2015

The Internet of Things (IoT) revolution is well underway. We’re blasé about smartphones today, but what about smart toothbrushes, smart glasses,... more >>


Three-Part On-Demand Webcast: Reinventing Contact Center Security with Passive Authentication

January 30, 2015 - March 31, 2015

Contact centers typically authenticate customers by asking security questions, also known as knowledge-based authentication or KBA. But is this still... more >>


Tech Showcase - AVOKE - Do You Need 100% Call Recording to Understand What’s Happening in Your Call Center?

February 12, 2015 - February 12, 2015

Call center analytics is not about the number of calls you record, but the insights you are able to gather from the data. In this presentation... more >>


Contact Center Guide to Success - 6 Ways to Enhance Your Contact Center and Customer Satisfaction in 2015

February 17, 2015 - February 17, 2015

By 2020, customer experience will overtake price and product as the key brand differentiator with approximately 80% of executives expecting contact... more >>


Roundtable - Analytics and Business Intelligence

February 19, 2015 - February 19, 2015

Companies are looking for a guided approach to discover their most pressing issues and develop action plans to drive improvement. Learn how you can... more >>

Interactive Intelligence

How to Optimize Planning in Your Contact Center

February 24, 2015 - February 24, 2015

This first of our three-part webinar series looks at two key areas of the contact center budget yearly adjustment process by 1) Reforecasting and... more >>


How Natural Language Capabilities for IVR can Increase Custumer Self-Service Satisfaction

January 28, 2015

Call center's interactive voice response (IVR) software can be frustrating, confusing, and time-consuming for many customers, causing them to opt out... more >>


5 Ways to Boost Your NPS By 20 Points Through Smart Chat

January 27, 2015

The Net Promoter Score (NPS) measures how likely customers are to recommend your company and are often measured through customer feedback and... 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 >>


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Paul Sewell

Paul Sewell

Paul Sewell is the Senior Director of Communications and Intelligence for OpenSpan, a provider of desktop automation and desktop...

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