A growing number of employees are finding relief – in the comfort of their own home offices – from grueling traffic and long commutes. In return... More>>

Wouldn’t it be wonderful if a call center could provide every customer service agent with his or her very own dedicated coach or personal customer... More>>

Few aspects of the modern enterprise have enjoyed more productivity gains over the past decade than the contact center. Customer care operations have... More>>

Technology providers sing the praises of the “virtual” contact center. But what is it, and how does it help? Here’s what you need to know about... More>>

As a broad range of industries feel the effects of and conform to the realities of a highly competitive global economy, contact center managers are... More>>

This year, organizations around the world are expected to spend $1 billion on workforce optimization (WFO) solutions to enable them to deliver... More>>

I manage the contact center for a large managed care organization that’s trying to reduce inbound calls. I frequently hear about outbound automated... More>>

It is well-documented that customers would rather do almost anything other than call their consumer service providers such as health insurance,... More>>

Part 1: Integrated VoIP Recording Ensures Quality and Reliability Part 2: Self-Service Helps Diagnose Source of VoIP Problems Part 3: Bridging the... More>>

Being customer focused is key to business success– from a small, local operation to a Global 500 company. Knowing and understanding customer needs... More>>