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 | May 3, 2010

Case Study: Forecasting Call Volumes and Scheduling Staff

By: Contact Professional Staff

Challenge: South Australia Water Corporation (SA Water) is an internationally recognized water utility wholly owned by the South Australian state... More >>

White Papers

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White Paper \| January 31, 2012 Best Practices in the Call Center: A Customer Touch-Point Methodology One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders.... More>>

White Paper \| January 31, 2012 Call Center Workforce Management Software Best Practices The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work,... More>>

White Paper \| January 17, 2012 Call Center Workforce Management Software Best Practices The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work,... More>>

Web Events

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News

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	News \| February 2, 2012 Interactive Intelligence Web Event Reveals Key 2012 Contact Center Trends A recent webcast hosted by unified IP business communications solutions provider, Interactive Intelligence Group Inc., has revealed key 2012 contact... More>>

	News \| January 31, 2012 OpenSpan Releases Results of Process Improvement Assessments OpenSpan, Inc., a provider of innovative user process analytics, optimization and automation solutions, has released the results of business process... More>>

	News \| January 17, 2012 New Call Manager Version 7.5 from Toshiba Version 7.5 Brings Powerful Unified Communications Enhancements to Enterprise and SMB Users Toshiba America Information Systems Inc., Telecommunication Systems Division today announced Call Manager version 7.5, Toshiba's powerful new unified... More>>

Articles

Article \| January 3, 2012 Top 5 Ways to Deliver Exceptional Service through January Blues 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>>

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 \| October 25, 2011 Top Seven Reasons Why the Quality Function Doesn't Add Value in Call Centers By: Peter Bloom A recent survey from the Aberdeen Group reported that 80 percent of company executives surveyed believed their company was providing a 'superior... More>>