The newspaper publisher plans to move several hundred agents in multiple locations to the inContact platform.
CRM Featured Articles,
Posted 07 Jan 2011
Salesforce aims to become "the cornerstone of the next-generation of cloud computing" with latest acquisition.
CRM Featured Articles,
Posted 05 Jan 2011
Sonos shoots for perfect pitch with its social media and self-service support capabilities
Case Studies,
Posted 04 Jan 2011
The U.S. government struggles as the entity most resistant to change
Insight,
Posted 04 Jan 2011
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
Magazine Features,
Posted 03 Jan 2011
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
Case Studies,
Posted 03 Jan 2011
Contact centers risk wasting powerful technology on the automation of imperfect processes
Customer Centricity,
Posted 03 Jan 2011
Scouting Report,
Posted 03 Jan 2011
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Magazine Features,
Posted 31 Dec 2010
Of those, 2.6 billion are completed, according to Vovici research.
CRM Featured Articles,
Posted 29 Dec 2010
A travel service for military personnel uses SMS and live chat to ensure its customers can communicate
Case Studies,
Posted 23 Dec 2010
Optimizing your interactive voice response system may require only a small investment
Scouting Report,
Posted 23 Dec 2010
The full suite of Calabrio call recording and quality management solutions is now compliant with Avaya Aura.
CRM Featured Articles,
Posted 15 Dec 2010
Confirmit voice of the customer survey highlights the role of organizational culture in creating competitive differentiation.
CRM Featured Articles,
Posted 15 Dec 2010
eGain Multisearch provides federated search, multi-access navigation, and multi-process expertise behind the simple search box.
CRM Featured Articles,
Posted 13 Dec 2010
Focus on innovation and improving the customer experience.
Viewpoints,
Posted 11 Dec 2010
How to foster customer focus within an organizational culture.
Viewpoints,
Posted 11 Dec 2010
Electronic communications are meant to help manage relationships, not build them.
Viewpoints,
Posted 11 Dec 2010
Your real customers are the individual decision-makers within an organization.
Viewpoints,
Posted 11 Dec 2010
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