Publications

Improving Communications Between Contact Centers and IT

June 1, 2012
Contact Center, Management & Operations, Publications

The Workforce Management Overstaffing Problem

May 29, 2012
Contact Center, Publications, Workforce Management

Health care reform catalyst for customer service improvements

May 10, 2012
Contact Center, Health Care, Management & Operations, Publications

Changing the Paradigm: Using Workforce Management to Improve Agent Satisfaction

May 1, 2012
Contact Center, Management & Operations, Millenials, Publications, Workforce Management

Making Sense of the Hosted Contact Center Infrastructure Market

May 1, 2012
Cloud Technology, Contact Center, Publications

Cut through copious contact center data with contact center KPIs

April 3, 2012
Contact Center, Key Performance Indicators (KPIs), Publications

Using Social Media for Customer Service

April 2, 2012
Contact Center, Publications, Social Media

Desktop analytics: A game changer for contact centers, back offices

March 13, 2012
Back Office, Contact Center, Desktop Analytics, Operations [Back Office], Publications

Speech Analytics Gets Down to Business

February 23, 2012
Contact Center, Interaction Analytics (Speech & Text), Publications

Speech analytics is worth the pain

January 23, 2012
Contact Center, Interaction Analytics (Speech & Text), Publications, Voice of the Customer (VoC) / Surveying

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