By: Ryan Pellett

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>>

By: Marc Wildner

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>>

By: Kamesh Somanchi

Health insurers today face many game-changing marketplace forces, including plan consolidation, and growing customer and employer pressure to lower...   More>>

By: Robbie Brillhart

There are certain things that you can count on before and after the holiday season - Black Friday, Cyber Monday, and good food and, of course,...   More>>

By: David Holmes

As customer service and retention rise to the top of companies' priority lists in a down economy, the demands on today's customer service...   More>>

By: Verena Wissel

Globalization and the information technology revolution has transformed the business world, and contact centers must adapt if they wish to survive....   More>>

By: Robbie Brillhart

The holidays are a time to appreciate the freedoms provided by those who are serving or have served in the United States Armed Forces. Military...   More>>

By: Judi Hand

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>>

By: Mariann McDonagh

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>>

By: Mariann McDonagh

Consumers today have a do-it-yourself mentality. Whether it's home improvement, online banking or even shopping for groceries, we've come to enjoy...   More>>