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 [...]
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 [...]
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 [...]
We’re always eager to hear what customers and analysts really think about our solutions. Honest feedback helps us shape and plan for future releases and gives us insight into the wants and needs of the market.
Naturally, we were excited to be featured in a recent blog post by Richard Snow, Global VP & Research Director [...]
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