Agero Selects Clarksville, Tennessee as Site for its Sixth State-of-the-Art Response Center; 500 New Jobs to Handle Growth in Driver Assistance

May 15, 2012

Agero, a global leader in driver assistance services and vehicle connectivity innovation, announced today the selection of Clarksville, Tenn., as the... more >>

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NICE Again Named Leading Contact Center Workforce Optimization Vendor by DMG Consulting

May 14, 2012

NICE announced today that it has once again been recognized as the worldwide leader in the contact center Workforce Optimization (WFO) market by DMG... more >>

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OAISYS Advanced Call Recording Joins SterlingVOICE Hosted VoIP Platform From Sterling Communications

May 14, 2012

OAISYS®, a leader in business voice documentation and contact center management solutions, today announced a new strategic relationship with... more >>

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CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite

May 10, 2012

CallCopy, a leading provider of innovative contact center call recording and workforce optimization (WFO) solutions, announced today an updated... more >>

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Go From a Cost Center to a Profit Center

May 8, 2012

Running a call center is anything but easy. You’re tasked with providing superior customer service while juggling a number of business priorities.... more >>

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Tap Into Your Largest Overlooked Resource: Agent Idle Time

May 2, 2012

Better use of idle time results in the increased productivity of your entire agent workforce and, ultimately, fewer agents needed on the floor — an... more >>

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Improving Customer QoE While Achieving ROI - A Win-Win Situation

April 24, 2012

Customer experience is a crucial factor for business success. In fact, your customers’ satisfaction and loyalty depend on the quality of their... more >>

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Scripting and Process Automation - Create a Better Flow For the Customer Call

April 24, 2012

Customer experience is often hard to define. It’s rarely a quantifiable metric. Yet, it’s ultimately the single most important metric for your... more >>

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3 Ways to Foster Loyalty and Grow your Business Through Collections

April 10, 2012

Collections is a tricky business. On one hand, your primary goal is to bring in as much outstanding debt as you can from people who are late in... more >>

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Reach Out - How to Improve Customer Engagement Without Breaking the Law, Breaking the Bank or Breaking Customer Trust

May 22, 2012 - May 22, 2012

Discover how leading businesses are navigating today’s complex customer engagement landscape. You will hear a series of case studies that... more >>

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Top 5 IVR Failures and How to Avoid Them

May 23, 2012 - May 23, 2012

Every day businesses lose millions of dollars from customer service calls going to a live agent when they could go through an IVR system. Often due... more >>

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The Future of Loyalty

May 8, 2012

Gain insight into the changing face of loyalty and what this means now and in the future, how retailers can gain advantage from more adept use of... more >>

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Realizing The True Payoffs of Speech Analytics

May 8, 2012

Speech analytics is projected to grow at a rapid rate in 2012. This can be attributed to the ability of speech analytics to extract pertinent data... more >>

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Best Practices for Transforming to a Multi-Channel Contact Center

April 24, 2012

It is essential that organizations start transitioning to a multi-channel contact center or servicing environment in order to stay competitive.... more >>

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A more social contact center

April 20, 2012

How are contact centers handling Facebook and Twitter channels when they are forecasting customer contact volume? The truth is, organizations are... more >>

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