On-demand call center News
January 09, 2014
A contact center infrastructure provider secures a patent, and other news from the CRM market.
May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
January 31, 2012
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market.
December 05, 2011
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology.
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Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them. Continue Reading
Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web ... Continue Reading
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are ... Continue Reading
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Evaluate On-demand call center Vendors & Products
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Companies are responding to customer pressure to bring contact center operations back to the U.S. But how do they battle the cost burdens that brings? Continue Reading
Let's get straight the differences between hosted contact centers and on-premises facilities. What are the pros and cons of each model? Continue Reading
Manage On-demand call center
Learn to apply best practices and optimize your operations.
Outsourcing operations to overseas contact centers, once a popular practice, is receiving pushback from customers and companies alike. Continue Reading
Contact centers are always trying to cut operational costs. But they can't let those tantalizing benefits make them blind to various perils. Continue Reading
This essential guide examines outsourcing contact center operations, focusing on aspects such as customer experience, security and performance. Continue Reading
Problem Solve On-demand call center Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Continue Reading
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading
Lori Bocklund explains to a reader what factors to consider when turning a small inbound call center into a dual inbound-outbound call center. Continue Reading