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Call Centers - Research

Technology research on Call Center, Customer Service, and Social CRM software and solutions.

7 CRM Trends for 2014

January 6, 2014

Social and mobile CRM are among trends that will continue to gain momentum in 2014, predict industry experts.

In the Contact Center: Speech Analytics Software Buying Guide

February 26, 2013

Speech analytics software is seeing rapid growth in the call center, thanks to its ability to reveal customer insights. Here are five popular options for prospective buyers.

SaaS, Big Data and More: Speech Analytics in the Contact Center

February 19, 2013

Speech analytics has caught on in the contact center. It's likely to become even more popular, thanks to Big Data, SaaS and other trends.

Workforce Optimization Software Buying Guide

October 2, 2012

With its emphasis on getting the best performance from call center agents, workforce optimization is one of the most critical areas of focus for call centers.

Call Center Software Suite Buying Guide

September 18, 2012

Buying guide focuses on four of the biggest providers of call center software suites, with products geared toward large enterprises.

6 Key Call Center Trends

August 13, 2012

As the call center has evolved into a key customer service channel, the agent role has grown more sophisticated and so has the software that supports it.

Eight Useful Contact Center Apps

April 4, 2012

No matter how you interact with customers -- via the telephone or online -- these eight contact center tools can help ensure customer experiences are positive.

BPM + CRM Yields Great Results for Insurer

March 26, 2012

Many experts say using BPM to improve customer-facing processes such as handling call center inquiries is a smart idea. Farmers Insurance Group's award-winning deployment of BPM software from Pegasystems shows why.