Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for…
Read More »Call Centre Technology
As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue…
Read More »As consultants, we often hear clients complain about their technology. But when probed for suggestions to improve their circumstances, they’ll…
Read More »I recently posted a blog that talked a little about desktop analytics. Desktop analytics is relatively new to the family…
Read More »Technology is so easy to blame. For what? For not meeting metrics, keeping costs under control, delivering great service, driving…
Read More »Session Initiation Protocol is among the latest contact center technology innovations that carry the promise of delivering unique capabilities to…
Read More »Where have the simpler days gone? This is a common plea in the contact center. Selfservice, an explosion of contact…
Read More »It’s no surprise to business leaders that mobile is increasingly the device of choice for consumers—though many have not anticipated…
Read More »Imagine that you’ve finally secured budget to add new functionality and technology to your contact center. You’ve labored through vendor…
Read More »The contact center industry in the Middle East is booming. Outsourcing to the regions call center agencies is on the…
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