Using Technology to Humanize Customer Care
By Matt Lautz Most everyone would agree that when it comes to modern customer care, technology is integral to service delivery. But that doesn’t mean … Read more
Software Articles
Vendor Profile: OnviSource
Founded in 2004, OnviSource enables companies to cost-effectively optimize, automate, and unify their customer interactions, business transactions, and processes for their contact centers, back offices, … Read more
Call Centers Look to IT for Better Document Access in 2015
By Simon Wieczner Having access to timely information empowers call center personnel to react quickly to customer needs no matter what they are. There’s nothing … Read more
The Demystification of Information Management: A Non-Techie Guide to Software Applications for Call Centers
By Ross Vance If you are like most contact center professionals, you have attended at least one networking event or industry conference where collecting, managing, … Read more
Application Suites Versus Best-of-Breed: Is Less Really More?
By Donna Fluss DMG is frequently asked if it’s better to purchase a suite of fully integrated applications or to invest in multiple best-of-breed solutions … Read more
2013 Contact Center/Back-Office Application Shopping
By Donna Fluss It’s been a tough few years for businesses. Technology investments have been constrained since the financial crisis first hit in 2009, creating … Read more
Choosing the Right CRM System for Your Situation
By Athenee Mastrangelo Your clients are your number one priority, right? So how are you managing their information for them? Do you have all their … Read more
What to Look For in a Live Chat Software Solution
By Jim Iyoob There have been drastic changes in the business world due to technological advances. Technology has made it possible to increase collaboration internationally, … Read more
ACE the Call Scripting Process
By Wayne Waldner The need for accuracy, correctness, and efficiency (ACE) is driving call scripting in the call center environment. The days of entering simple … Read more
Appointment Scheduling in Today’s Call Center
By Ken Marty Almost all businesses require some type of appointments, and call center businesses are no exception. What is an appointment, anyway, but just … Read more