Articles
When I was in the outsourced call center business in the 1990s, we only needed to manage phone calls and the occasional written communication.
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No matter the length of a call with a contact center, if the customer’s happy and has a tangible result at the end, who cares, right? Fifty minutes or five -- does it matter anymore? Meeting Success with New Tools Changes to the metrics contact centers use to
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If computer scientist Alan Turing were around today, he might be hard pressed to verify if the virtual agents we commonly encounter on websites are software programs or live, breathing humans.
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Social media is now migrating in full force to the enterprise, with particular importance for contact centers. To find out its perspective on this aspect of business socialization, CMSWire recently talked to customer contact vendor, Aspect Software’s Chief Marketing Officer Jim Freeze. Earlier this month, Aspect announced a partnership with Lithium Technologies, exclusively integrating Lithium’s Social
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