Article | December 6, 2011
Three Best-Practices for Disaster Recovery
By: Mariann McDonagh
As we look ahead to the winter months, the threat of snow and ice storms looms large on the horizon. But for call centers, an emergency - weather...more >>
|
|
Article | November 22, 2011
Five Tips for Getting the Most from Your Self-Service System
By: Mariann McDonagh
Consumers today have a do-it-yourself mentality. Whether it's home improvement, online banking or even shopping for groceries, we've come to enjoy...more >>
|
|
Article | November 22, 2011
To the Cloud: SaaS Deployments Save Big Money, Expand Capabilities for Contact Centers
By: Mariann McDonagh
Cloud-based contact center solutions are transforming the contact center industry, and it's becoming increasingly easy to see why. A recent study by...more >>
|
|
Article | June 30, 2011
Weighing the Costs of the Cloud
By: Mariann McDonagh
Sometimes an analyst’s report makes you sit up and take notice. For me, that happened recently when I read Frost & Sullivan’s new study comparing...more >>
|
|
Article | July 1, 2007
Increasing Citizen Loyalty with 311 Call Center Technology
By: Mariann McDonagh
The readily recognized, universal emergency telephone number is beyond a doubt 911. Used for critical and life-threatening emergencies, the 911...more >>
|
|
Article | July 1, 2006
Back-Office Integration
By: Mariann McDonagh
As the primary touch point between a company and its customers, the contact center often becomes the focal point for improving customer service....more >>
|
|
Article | November 1, 2005
Root Cause Analytics: The Power of Why
By: Mariann McDonagh
Contact center managers have access to more tools for collecting data—and more solutions for counting it—than ever before. As a result, they are...more >>
|
|
Article | November 1, 2004
Agent Development Redefined: Seven Challenges To Consider
By: Mariann McDonagh
The past few years have witnessed an increasingly strategic role for the contact center. And as companies seek to transform their contact centers...more >>
|
|
Article | January 1, 2004
Effectively Capturing Interactions to Improve Results
By: Mariann McDonagh
Verint’s ULTRA Intelligent Recording is a unified platform and suite of solutions for contact center recording and analytics that captures and...more >>
|
|
