No one can predict the severity or duration of a tough economy, but we can measure the impact of poor service. Recent research shows that 40 percent... More>>

The latest trend in the contact center business is Cloud computing. And it is no longer just a concept. In fact, it's being adopted rapidly by some... More>>

Social media has forced a paradigm shift in the way companies relate to customers. Interaction is a must; one-way messages are increasingly ignored.... More>>

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>>

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>>

As customers become more digital, social and mobile, businesses have significant opportunity to improve customer satisfaction and loyalty through a... More>>

Two steps forward, one step back. Often times, that's what it feels like when trying to maintain a skilled workforce to meet the demands of call... More>>

Agents of today's contact centers must deal simultaneously with multiple information sources and varied communication channels to meet the... More>>

With hundreds of millions of consumers using Social Media channels to engage with businesses and a reported 67 percent of Fortune 100 companies... More>>

Financial institutions, and especially trading firms, present a much more demanding set of requirements for communications recording and quality... More>>