Companies keep avoiding social media contact center integrationJanuary 15, 2013Contact Center, Publications, Social Media
Planning Is the Best Way to Minimize Disaster ImpactsNovember 28, 2012Contact Center, Disaster Recovery / Contingency Planning, Publications
Back Offices: It’s Time to Change the Work November 19, 2012Back Office, Operations [Back Office], Performance Management [Back Office], Publications
My organization is considering migrating to SIP trunking from a different carrier for our call center traffic. How do we implement SIP trunking without losing our current call center numbers?November 13, 2012Q&A
Improving the Customer Experience with IVR AnalyticsNovember 10, 2012Contact Center, Contact Center: Analytics, Customer Experience Analytics, IVR Analytics, Publications, Self-Service / IVR / IVA
Why Contact Centers Don’t Adopt Performance Management November 1, 2012Contact Center, Contact Center Performance Management (CCPM), Publications