Call center manager

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  • Call center market consolidation tricky for buyers

    As quality monitoring and workforce management vendors come together under the workforce optimization umbrella, a Gartner analyst helps buyers sort through the choices.  Article | 15 Aug 2006

  • Measuring agent retention translates to the bottom line

    With agent turnover still a significant concern, contact centers need to make agent retention a measurable goal.  Article | 17 May 2006

  • NICE buys IEX, Performix

    NICE Systems made a significant move into the contact center workforce management market today, announcing plans to acquire two leading vendors.  Article | 28 Apr 2006

  • Aspect records quality monitoring buy

    With the purchase of SophistiCom, Aspect adds quality monitoring to its performance management suite.  Article | 05 Apr 2006

  • Blue Cross makes healthy call with speech-enabled IVR

    The Northeastern Pennsylvania unit has managed to deflect routine customer calls to automated responses and free agents up for more complicated questions. The technology is also improving agent performance and call analysis.  Article | 14 Mar 2006

  • Witness, Aspect advance call center integration

    Witness has announced the first complete application that combines its technology with Blue Pumpkin's while Aspect closes the Concerto deal.  Article | 27 Sep 2005

  • A happy agent is a productive agent

    The direct link between employee satisfaction and customer satisfaction is often ignored, particularly in the contact center, but that is starting to change.  Article | 13 Sep 2005

  • Mission impossible: Making CSRs a sales force

    Turning your contact center agents into sales people may be counterproductive says one analyst. Better to focus on loyalty and service.  News | 25 Jan 2005

  • Pulling a call center 'Houdini'

    Companies are breaking down the traditional silos of sales, service and marketing to mine their call center data across the enterprise.  Article | 04 Jan 2005

  • CRM vendors go shopping

    Siebel wasn't the only one making holiday purchases. Witness Systems bought Blue Pumpkin and LexisNexis purchased Interface.  Article | 20 Dec 2004

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