Delta Hotels and Resorts Has Improved Customer Service and Sales, Increased Agent Productivity and Decreased Employee Turnover Since Implementing Envision Click2Coach®

Founded in 1962, Delta Hotels and Resorts has grown to become Canada's leading first-class hotel management company. Today, we boast a diversified... More >>

Article | April 21, 2011

Vermont Teddy Bear Increases Contact Center Revenue With Quality Assurance Makeover and New Sales Initiatives

By: Contact Professional Team

For 30 years the Vermont Teddy Bear Company has been making the “the best Bears in the Universe” and delighting children of all ages across the... More >>

Article | March 1, 2009

Maximize Call Recording With VoIP, Especially in a Tough Economy

By: Kris Hopkins

Call recording carries many obvious benefits in a tough economic climate. Some analysts find it to be one of the brightest growth spots in telecom as... More >>

White Papers

White Paper \| December 6, 2011 Caller Bill of Rights When creating or implementing a new VUI system many companies want to set rules for the VUI designers so that the user-interface is clear and... More>>

White Paper \| December 6, 2011 Seven Sites, One ACD: inContact Answers the Call for Statewide Helpline This white paper covers the customer experience of Washington Information Network 2-1-1 (WIN211), a non-profit network of call centers charged with... More>>

	White Paper \| July 26, 2011 Can Your Contact Center Keep Up with the Changes? The biggest challenge facing today’s contact centers is that they do their jobs too well. Contact centers are mostly narrowly purposed business... More>>

Web Events

Elevating the Customer Experience through Advanced Reporting and Interaction Analytics

February 21, 2012 - February 21, 2012

Today’s advanced analytic and reporting tools offer real time intelligence. Join us to learn how tools such as surveys or net promoter scores offer... More >>

Call Recording and the Law

February 23, 2012 - February 23, 2012

An overview of several of the laws and requirements that impact contact center operations including Consent-to-Record, Telemarketing Sales Rule, The... More >>

News

More News

	News \| February 2, 2012 CallCopy Reports Fifth Consecutive Year-over-Year of Growth in 2011 CallCopy, a leading provider of innovative call recording and contact center solutions, today announced revenue growth of 47 percent during the... More>>

	News \| January 27, 2012 BigHand Leads the Way According to Latest ILTA Technology Survey BigHand, the leader in voice productivity and workflow digital dictation technology in the legal marketplace, was recently shown to be the market... More>>

	News \| January 13, 2012 CallCopy Steps Up to Full PCI DSS v2.0 Compliance CallCopy, a provider of innovative contact center solutions, announced that it has taken steps to address the latest version of the Payment Card... More>>

Articles

Article \| December 20, 2011 Speech Analytics: A New Paradigm for Quality Monitoring 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>>

Article \| December 6, 2011 Get Social or Get Out of the Way 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>>

Article \| November 22, 2011 Five Tips for Getting the Most from Your Self-Service System 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>>