Feature Articles

While most call centers record calls between agents and customers, the industry has a bit of a dirty secret: not a whole lot of call centers actually use these recordings effectively, or, in some cases, at all.

Customer expectations are more demanding than ever. Keeping up with their expectations should be the utmost objective of any organization in order to offer a great customer experience and retain them.

Florida-based Inktel Contact Center Solutions, a provider of outsourced contact center solutions, will become the first partner to become the recipient of MonkeyMedia Software's MMS Catering Institute Industry Affiliation Program.

To enable contact centers optimize operational efficiencies and make most from their technology investment, CallCopy, a provider of call recording and contact center solutions, recently announced a monthly subscription service to access its full-featured cc: Discover workforce optimization (WFO) suite.

The Philadelphia-based University of the Sciences has adopted a next-generation Avaya network to meet the growing needs of its 4,000 students, faculty members and administrators.

BenchmarkPortal, the pioneer behind call center certification and benchmarking, has been providing training, consulting and research for the customer contact center industry. BenchmarkPortal owns the world's largest database of contact center metrics.

While most call centers record calls between agents and customers, the industry has a bit of a dirty secret: not a whole lot of call centers actually use these recordings effectively, or, in some cases, at all.

There has been a lot of interest and discussion about if, when, how, and why your enterprise should be looking at moving your contact center to the cloud. However, if you have not made the move yet, or if you are in consideration mode, you probably have lots of questions.