AT&T Mobile Goes Live With Convergys Decisioning Solution

Will Visa Reforms be Catastrophic for Offshore Outsourcing?

It is safe to say that the tech industry in the United States has more than a passing interest the immigration reform bill now working its way through the U.S. congress. While immigration reform has been a hot topic for several years, it has become a priority of both the Obama administration and Congress, driven in no small measure by the presidential election results. [ Read More ]
05/20/2013

Uncovering the Roadblocks to First-Call Resolution

When call centers began pursuing "first-call resolution" in the last decade, it wasn't just a buzzword. The idea of ensuring that all calls into a contact center are resolved on the very first call, eliminating the need for the customer to call back, has a whole host of benefits. [ Read More ]
05/20/2013

Bad Customer Service Costs UK Businesses Billions Each Year

While it's become something of a hobby in the U.S. to complain about the quality of customer service, it has become something of a national pastime in the U.K., where by all reports, customer service is in even more dismal shape than it is on this side of the Atlantic. [ Read More ]
05/20/2013

TMCnet Contact Center Solutions Week in Review

For those of you who check the home page of the Contact Center Solutions Community on a regular basis, you know that I spent the past week in Indianapolis at Interactive Intelligence's Interactions 13 event. As a result, it is my hope that you read not only the articles that were written during the event, but also will continue to read next week about more interesting information I gleaned from the company, its resellers, customers and industry analysts. [ Read More ]
05/18/2013