We have witnessed phenomenal change over the past 20 years in nearly every human endeavor except one: contact center workforce management (WFM)... More>>

There is a lot of press these days on the transition of touch-tone-driven IVR to speech recognition systems. The concept is to make the interactions... More>>

The contact center is more than a cost center. It’s where the pedal hits the metal—where business takes place, where customers get their first... More>>

Verint’s ULTRA Intelligent Recording is a unified platform and suite of solutions for contact center recording and analytics that captures and... More>>

Is your management compensation plan working? Call centers are the most viable channel for implementation of a successful customer relationship... More>>

SPEECH ENTERS THE MAINSTREAM: Convergence of Trends - Technology Behind “Overnight” Success Suddenly, customer care speech applications... More>>

According to research by SQM Group, a firm that benchmarks customer and employee satisfaction for call centers, call monitoring is conducted by 95... More>>

Editor’s Note: With so many vendors offering similar products, it can be tough to select the one best uniquely suited to help you achieve your... More>>

One of the many lessons learned after Sept. 11 is that during times of disaster, employees want to be close to their homes and families. Traditional... More>>

You’re proud. You’ve finally done it. You’re a real multichannel operation. What a relief, you’ve arrived! You expect many accolades, and you... More>>