CRM, Other Apps From Mamut Available for TestDrive

Connecting the Dots: Cisco's BYOD Numbers, Interactive Intelligence's Interaction Mobilizer and Facebook's IPO

Now that I have your attention, let me explain why these three seemingly random events, like the new hit TV show Touch,really are all connected. There is a compelling case for their significant commonality. [ Read More ]
05/21/2012

VHT Showcases Multichannel Callback Solution

Hanging around on hold when trying to contact a company's customer service department can be a nightmare. Hours of time can be spent simply waiting to talk to a human being while having to endure hold music, only to discover the calling system doesn't lead to a situation where they can talk with an agent. A number of companies, however, offer a callback facility where customers can request that a firm calls them at their convenience. [ Read More ]
05/21/2012

Bridging High Quality Customer Care and Controlling Costs with Cross-Selling in the Call Center

Anyone who understands the way contact centers operate today will know that the average customer support operation is under two pressures: to both increase the quality of customer service provided while at the same time keeping costs low, or possibly even reducing them. Instinctively, they seem like competing goals. How can you improve customer care standards when your technology budget is tight? [ Read More ]
05/21/2012

TMCnet Contact Center Solutions Week in Review

This has been a bit of an unusual week for the contact center solutions community in that there was literally a lot to be proud of based on all of the recognition given, along with some intriguing developments on trends and capabilities. [ Read More ]
05/19/2012