Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Magazine Features,
Posted 01 Aug 2008
Aspect Software looks to close the loop with new e-learning and agent-hiring features in PerformanceEdge -- and delivers them as software-as-a-service.
CRM Featured News,
Posted 31 Jul 2008
Company executives insist the acquisition will only help accelerate voice automation innovation for the masses.
CRM Featured News,
Posted 30 Jul 2008
Research from Aberdeen Group indicates customer satisfaction can only take place if agents meet an unmet consumer need in addition to resolving issues.
CRM Featured News,
Posted 25 Jul 2008
In a growing trend across all verticals, the latest Yankee Group study finds 50 percent of service providers cannot explain what the customer experience should be.
CRM Featured News,
Posted 24 Jul 2008
What can we learn from how candidates are using SMS messaging?
Viewpoints,
Posted 24 Jul 2008
The multichannel communications provider's offering has the potential to accelerate adoption of hosted solutions in this space, according to an analyst.
CRM Featured News,
Posted 23 Jul 2008
New offering gives users the flexibility and oversight typically associated with on-premises solutions without the large capital costs.
CRM Featured News,
Posted 22 Jul 2008
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
CRM Featured News,
Posted 17 Jul 2008
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
CRM Featured News,
Posted 16 Jul 2008
A new Forrester report reveals an increased number of unified communications pilots -- but a low number of actual deployments.
CRM Featured News,
Posted 14 Jul 2008
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
CRM Featured News,
Posted 09 Jul 2008
Magic Quadrant for Data Mining '08: Packaged applications are all the rage -- but as the pair atop the list remains the same, a Visionary emerges overseas.
CRM Featured News,
Posted 08 Jul 2008
The latest study from the CFI Group finds customer satisfaction remains an important competitive differentiator.
CRM Featured News,
Posted 02 Jul 2008
The voice user interface problem has long been the sticking point in automated support systems. Why can't designers design a system worth talking about?
Magazine Features,
Posted 01 Jul 2008
Mobile WiMax will transform the way consumers interact with technology -- but only if it's widely available.
Insight,
Posted 01 Jul 2008
Inertia will only keep customers in place for so long.
Pint of View,
Posted 01 Jul 2008
Forrester sees nearly six times more respondents in this year's survey, a sign that green initiatives are increasingly top-of-mind for technology departments.
CRM Featured News,
Posted 01 Jul 2008
The newest offering from the provider of enterprise compliance and quality management solutions takes the human factor out of unifying data.
CRM Featured News,
Posted 27 Jun 2008
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