Customer data management
- March 30, 2017
By offering an inexpensive cloud-based contact center product, Amazon hopes to monetize its own software in a new growing market.
- April 11, 2011
Analytics technology buyers often focus on their in-house data and tools, but that’s really not where companies should begin, according to Gartner.
- August 26, 2008
Workforce optimization (WFO) is an emerging technology in the call center that combines recording, quality management (QM) and other call center technologies to optimize call center performance. In this introductory article, Donna Fluss, president ...