The portrait of the modern call center has changed drastically over the years through the implementation of cutting-edge technologies in VoIP,... More>>

Listening to the customer is the right thing to do. Taking it to the next level is somewhat more difficult. One reason for this is the majority of... More>>

For contact centers, the recording of calls results in an enormous amount of recorded data that has to be sifted through for compliance and quality... More>>

Regardless of whether you’ve purchased anything, you’re still walking away with something known as “the customer experience,” a growing theme... More>>

Coaching is a Cornerstone of a Great Contact Center More>>

All too frequently, companies implement call routing solutions, outbound dialers and siloed performance optimization technologies in their contact... More>>

If your call center is like most, your organization spends tremendous amounts of time, effort and money on call recording and monitoring for quality... More>>

In mid-2007, business communications software developer, Interactive Intelligence, conducted a survey of its 2,500-plus global contact center and... More>>

Dialers have long been at the heart of billing and collections practices, yet today these technologies may have become more of a liability than an... More>>

The contact center's evolution into a business profit center has been nothing short of remarkable. Virtualization enabled by Voice-over-Internet... More>>