Customer experience is often hard to define. It’s rarely a quantifiable metric. Yet, it’s ultimately the single most important metric for your... More>>

The increased use of outsourcing, along with mass adoption of the at-home workforce model, has had a profound effect on how security is conducted in... More>>

So why is quality management so important? In today’s economic climate, contact centers are under considerable pressure to offer prompt service to... 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>>

Workforce Management (WFM) applications have a come a long way since their introduction to the industry in the late 1970s. Since the beginning,... More>>

For years, organizations have leveraged technology to optimize business processes. IT departments have worked to invest in applications and systems... More>>

When have you been in touch with a contact center lately? Or when have you sent an e-mail to "info@companyname.com?” Or simply, when have you last... More>>

In the landscape of today's information technology arena, customers are looking for superior "value-for-money" solutions to achieve better investment... More>>

With cloud computing, companies can now benefit from the software-as-a-service (SaaS) approach for their contact center, moving away from local... More>>

How is it that companies that have been around for more than 100 years failed in this economic downturn while other younger companies like Apple,... More>>