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Staffing Options for Contact Center Operators

Aug 21, 2013 11:58:33 AM
Agencies like National Telecommuting Institute help train and place contact center workers.

Managing staffing is a big part of any contact center operation. As we have seen, the evolution of contact center technology is furthering the...

How to Create a High-Performance Culture

Aug 6, 2013 3:58:49 PM
According to the survey, best-in-class companies actively management employee performance.

There's no question that sophisticated cloud-based technology can help improve both individual agent and overall contact center productivity and...

Pre-recorded Messages Improve Agent Productivity

Jul 23, 2013 8:52:50 AM
Pre-recorded message playback

The Future of Customer Experience and Next Generation Contact Centers

Jul 22, 2013 9:44:07 AM
Source: Aberdeen Group

Some seven years after the launch of Twitter we still hear reports of corporate America doing less than they could be to listen and respond to customers via social media. Even as research shows that companies are...

Financial Services Firms Struggle With Customer Experience Management Data

Jul 9, 2013 9:26:55 AM
Financial services firms need to do a better job integrating and understanding their customer experience data.

Research from Aberdeen Group shows that financial services firms tend to struggle with the quality of the data in their customer...

Teleprospecting Drives Inside Sales Effectiveness

Jul 5, 2013 6:27:46 AM

A report from the Aberdeen Group shows that marketing-led teleprospecting initiatives in support of inside sales efforts improve performance, with companies leveraging teleprospecting realizing a year-over-year revenue increase of 14.4 percent,...

Infographic: The World of Telecommuting

Jun 3, 2013 6:55:06 PM

A reader who liked our post on the  announcement from Yahoo about banning telecommuting sent along this infographic. It points out some very interesting information about the pros and cons and regional differences in attitudes toward...

Cloud Succeeds. Now what?

May 28, 2013 8:50:25 PM

A recent post in CloudTweaks asks “Has the Cloud Stepped out of Infancy?”

The answer is yes, according to a Luth Research survey. Well, in America, that is. The American market is relatively mature, concentrating more on speed to innovation than...

Turn a Big Yawn into a Wake-up Call: 5 Top Trends for 2013

May 28, 2013 8:24:53 PM

This is not a complaint. Really. Whenever I see a reputable firm publish a document with a title like, “Top Five Contact Center Trends for 2013,” you know that they have my attention.

Clearest Explanation Yet of SaaS / PaaS / IaaS

Apr 26, 2013 12:59:35 AM

Once you move off-premises to the cloud, you have three basic choices:

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