Richard Snow, Global VP & Research Director at Ventana Research, recently wrote an insightful post on the state of contact center technology, and CallCopy’s position in that market.
“About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software…”
In order better reflect current market conditions and to [...]
CallCopy received top ratings in overall product and vendor satisfaction in DMG Consulting’s 2010-2011 Quality Management/Liability Recording Product and Market Report. CallCopy received the highest Product rating, and tied for the highest rating in Overall Vendor Satisfaction.
The survey, conducted by industry analyst DMG Consulting LLC (DMG), is designed to assist contact center and IT managers [...]
We recently hosted a webinar, Desktop Analytics in the Contact Center, where we unveiled the latest addtion to our Workforce Optimization Suite, cc: Fusion. cc: Fusion has the ability to easily integrate with virtually any third-party application, enabling data to be captured and inserted into call records as a searchable field. This can be accomplished without [...]
New research from Aberdeen Group shows that extracting business intelligence in the contact center plays a key role in the overall success of your organization.
The report, Unlocking Business Intelligence in the Contact Center reveals opportunities for your organization to improve performance by leveraging business intelligence mined from data collected via contact center and CRM software.
As [...]
As we mentioned in a recent blog post, last week was National Customer Service Week. We wanted to play a role in this very worthwhile annual celebration, so we decided to sponsor some of our customers’ contact centers (by providing gift cards and other prizes) as a way to recognize agents who go the extra [...]
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