Call Centers - Research
CRM Integration More Important than a Pretty InterfaceOctober 3, 2014
CRM vendors are striving to improve their software's user interface. But are they neglecting data integration?
Smartphones Will Boost IVR's Customer Service ImageApril 25, 2014
Interactive voice response (IVR) is a self-service technology customers love to hate. But visual IVR on smartphones and other mobile devices can improve IVR's image.
How to Buy Social Customer Service SoftwareApril 16, 2014
As the importance of social customer service grows, so do the number of solutions designed to help companies provide it. Here's how to purchase one for your organization.
7 CRM Trends for 2014January 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 GuideFebruary 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 CenterFebruary 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 GuideOctober 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.