Could Work-at-Home Agents Turn the Call Center into a Ghost Town?
By Felix Serrano The rise of the remote call center agent is one of the fastest-growing trends in the customer care industry. In fact, with … Read more
Trends
Enterprise Servicing Goals for 2014
By Donna Fluss As the economy continues to improve in the US and around the world, 2014 is looking to be a good year for … Read more
Call Centers Are Helping the Economy to Rebound
By Robin Vaughn The teleservices outsourcing industry is having a significant impact on the current economic recovery. Call centers are providing more and more companies … Read more
Enterprise Contact Center Predictions for 2014
By Howard Lee The year 2013 brought a plethora of changes to the contact center world: the quiet but insistent adoption of SIP over TDM, … Read more
Four Contact Center Killer Channels for the New Year: Multi-channel Comes of Age in 2014
By Richard McCrossan According to a recent Ovum international study of 8,000 consumers, the majority of consumers are now using three or more channels to … Read more
How WebRTC Will Affect the Contact Center
By Paul Adams The conversation volume around WebRTC has spiked in recent months, reflecting interest in how the World Wide Web Consortium’s (W3C) emerging standard … Read more
Movies and More
By Peter Lyle DeHaan, PhD When my wife and I go to the movies, we have two choices: drive east into the city to visit … Read more
The Future of the Call Center Industry
By Tom Goodmanson When looking at the future of the call center, you might expect those of us in the industry to make far-reaching predictions … Read more
Trends Affecting CRM
By James Wong Technology fads come and go, but occasionally a trend develops that has true staying power. Such trends often disrupt the status quo, … Read more
From Call Center to Contact Center: The Call Center Grows Up
By Jeff Mason As businesses look for new and innovative ways to engage with customers, many often forget that frontline customer services representatives are the … Read more