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 [...]
October 4 marks the official launch of this year’s National Customer Service Week – a week reserved for celebrating customer service and support representatives and the work that they do year round.
As you enjoy the week and take part in a host of agent-appreciation events, remember to celebrate people skills with these six simple tips from [...]
Carolyn Beeler at NPR recently published an interesting article about the next generation of call center workers. In the article, Beeler examines a growing trend where businesses are outsourcing customer service positions to work-at-home agents located across the U.S.
For years, Americans have had their phone calls about credit card bills and broken cell phones handled [...]
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Whitepaper: Building a Work-at-Home Program  |
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eBook: 10 Secrets to Boosting First Call Resolution |
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Best Practices Guide: Building a World-Class Quality Assurance Program |
