Contact Professional’s findings reveal significant opportunities out of WFO tools.
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This Tips & Takeaway guide provides five valuable recommendations for using quality monitoring and speech analytics to improve agent performance and elevate the customer experience
An overview of what contact centers of the future will look like and how customer relationships will change.
This research identifies and offers insight on key trends related to customer management/contact center industry 2013-14 goals.
Understand how to leverage the cloud to make smarter business decisions and eliminate the competition.
Understand the challenges of implementing and managing a disaster recovery program for your contact center.
Frost & Sullivan presents the 2012 North American Company of the Year Award in Cloud Contact Center Solutions to inContact.
Learn how companies that benchmark their contact center operations measure up to their peers while building a business case for needed improvements.
ContactBabel’s definitive study of how speech and interaction analytics can impact cost, profitability and quality.
The customer management community recognizes multi-channel as a term and aims to reveal the extent to which their businesses are adapting to this so-called multi-channel world.
How Personal Connection™ prevents call latency and improves upon legacy predictive dialing solutions.
This paper shows that a happy agent can be instrumental to optimizing efficiency in the multichannel contact center
Frost & Sullivan study comparing total cost of ownership for premise vs. hosted contact center solutions.
Research analysis from annual study of contact centers’ performance, operations, technology, and HR aspects.
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