Call Centers - Research
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.
Call Center Software Suite Buying GuideSeptember 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 TrendsAugust 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 AppsApril 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 InsurerMarch 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.
Social Adds New Twist to Customer Service, SupportFebruary 6, 2012
Consumers increasingly expect companies to provide a consistent user experience across emerging channels like social as well as traditional ones like the call center. This will be a challenge for companies that keep their data, business processes and best practices in departmental silos.
Ten Reasons to Combine CRM and BPMNovember 22, 2011
Business leaders and customer service experts discuss the benefits of combining customer relationship management (CRM) with business process management (BPM).
Oracle CRM and Business Intelligence in Two Real-World EnvironmentsNovember 11, 2011
Two case studies from Oracle OpenWorld: Using CRM and business intelligence for success.