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Case Studies

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 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 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 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>>

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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 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 \| August 18, 2011 The Value Proposition of Quality Management By: Peter Fernando So why is quality management so important? In today’s economic climate, contact centers are under considerable pressure to offer prompt service to... More>>

Article \| August 10, 2011 How to Integrate Social Media, the Newest Customer Contact Channel, into Your Quality Monitoring Program By: Connie Smith With hundreds of millions of consumers using Social Media channels to engage with businesses and a reported 67 percent of Fortune 100 companies... More>>

	Article \| May 10, 2011 Top Three Reasons to Revamp Your WFM Strategies By: Kristen Jacobsen Workforce Management (WFM) applications have a come a long way since their introduction to the industry in the late 1970s. Since the beginning,... More>>