While moving to an IP phone system can create a number of advantages, the more options, features, functions and capabilities that are available, the... More>>

Promising as the savings message may be to consumers, the lure of VoIP is even stronger for businesses - whose monthly LD bills are often in the... More>>

Download this white paper to learn the correlation between training and customer satisfaction, why agents are most concerned about access to... More>>

Today, customers are communicating their service experiences, good and bad, for all to see on the Internet. And while rates of revenue growth are... More>>

To reduce costs and increase customer satisfaction is any call center's dream. This paper explores how to reduce agent-handled call volume by routing... More>>

First-contact resolution, or FCR, is a leading performance driver in the support center. Get it right, and you win with customers, management and the... More>>

To maximize customer satisfaction and reduce costs, leading edge companies are using whole call analytics to examine voice interactions holistically... More>>

Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers... More>>

In this e-book, learn about emerging contact center technology trends and newer options – such as self-service technology, analytics and Web 2.0.... More>>

This paper explores the role that voice and chat play in an effective live help offering, and examines how the two technologies - when deployed in an... More>>