ZCC 6.2 includes tighter integration with Microsoft Lync.
Daily News,
Posted 06 Nov 2012
Platform powers social communities for call center agents.
Daily News,
Posted 06 Nov 2012
Analytics powered WFO applications arm contact centers with interaction intelligence.
Daily News,
Posted 06 Nov 2012
A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market.
Daily News,
Posted 02 Nov 2012
An integrated strategy embraces the voice of the customer.
Viewpoints,
Posted 02 Nov 2012
Workforce Management 7.5 addresses companies' growing deployment of virtual agents and enhances employee working environments with streamlined scheduling.
Daily News,
Posted 02 Nov 2012
Coordinated Systems' Virtual Observer Agent Portal lets agents view peer statistics, play back their own calls, respond to evaluations, and more.
Daily News,
Posted 01 Nov 2012
Why some traditional performance metrics are wrong and what you need to evaluate now.
Magazine Features,
Posted 01 Nov 2012
More retailers are combining CRM data, social media, and personalization to improve the customer experience.
Magazine Features,
Posted 01 Nov 2012
Front Office,
Posted 01 Nov 2012
The company maintains high standards with telecommuting agents using Envision's Click2Coach.
REAL ROI,
Posted 01 Nov 2012
Is frustrating customer service inevitable?
Reality Check,
Posted 01 Nov 2012
Why the challenges you face may not be your fault.
Customer Experience,
Posted 01 Nov 2012
Despite excuses, catching up with other enterprises is only a matter of time.
Scouting Report,
Posted 01 Nov 2012
The Ameche platform lets developers add apps directly to the telephone apps that consumers are already using.
Daily News,
Posted 26 Oct 2012
Users of apps on the platform can conduct transactions right from within an app.
Daily News,
Posted 26 Oct 2012
An NM Incite study has found that consumers of all ages ares using social media for customer service issues.
Daily News,
Posted 26 Oct 2012
Transforming customer care through big data.
Viewpoints,
Posted 26 Oct 2012
When it comes to satisfaction, don't underestimate the role of the contact center.
Viewpoints,
Posted 26 Oct 2012
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