contact center

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  • Cisco rolls out social network monitoring software

    Posted November 4, 2010 - 11:04 am

    Cisco SocialMiner lets companies track and engage customers and prospects on social media networks like Twitter, Facebook, blogs and other public forums and sites.

  • Fortune 500 Finds a Secret Weapon in SaaS-based Contact Centers

    Posted July 10, 2009 - 4:13 pm

    From a business standpoint, software as a service (SaaS) is all about operating vs. capital cost and rapid time-to-value. Fortune 500 enterprise companies can no longer afford to make steep, up-front investments in software integration, hardware and staff; and then wait from 12 months to over 18 months to realize business value.

  • Extending Existing Infrastructure with Hosted Contact Center Solutions

    Posted February 25, 2009 - 3:12 pm

    Cutting costs and improving customer service are everlasting business goals, regardless of the economic climate. With capital expense budgets shrinking, however, more organizations are adding a third goal to the list: extending the use and the useful life of their existing infrastructure.

  • The Five Steps to Customer Service as a Strategic Weapon

    Posted December 4, 2008 - 6:25 pm

    Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters growth and competitive advantage.

  • Mastering the Multi-Sourced Call Center

    Posted June 27, 2008 - 11:52 am

    At first glance, sourcing agents from multiple call centers — which mix in-house, remote, and outsourced call center agents to create a distributed, virtual call center — would seem to promise cost savings and flexibility. Agents from across town or across the globe can be quickly added to or subtracted from the call center agent pool to respond quickly to changing business needs.
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