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The Unforeseen Cost of RoboCalls: More Than Just a Nuisance

By: Special Guest    3/23/2016

For many businesses, telephone calls play a pivotal role in acquiring new customers and growing revenue. People shopping for everything from a new car…

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Harnessing the Power of Metrics via Balanced Scorecards

By: Special Guest    3/23/2016

Every service delivery organization sets key performance indicators (KPI) to measure the health of the organization. Knowing where to take action base…

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Hed: Harnessing the Power of Metrics via Balanced Scorecards

By: Special Guest    3/22/2016

Every service delivery organization sets key performance indicators (KPI) to measure the health of the organization. Knowing where to take action base…

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Directly Adds Predictive Routing to On-Demand Help Desk Solution

By: Paula Bernier    3/22/2016

Businesses have long been working on how to more efficiently schedule and use the time of contact center agents and other employees and interest group…

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Lionbridge Integrates Translation Solution with Episerver Digital Experience Cloud

By: Michael Guta    3/21/2016

There are more than 6,500 languages in the world, but only four percent, or 275 are spoken by 96 percent of the population. But in actuality there are…

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Vulnerability Despite PCI Third-Party Outsourcing-Understanding the Truth

By: Special Guest    3/21/2016

Greg Gentile, President, Govolution outlines the challenges of PCI third-party outsourcing for contact center transactions.

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Windstream's Redesigned Channel Service Model Means Better Partner Support

By: Rory Lidstone    3/17/2016

Windstream, provider of advanced network communications and managed services, has decided to redesign its channel service model, giving partners dedic…

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Zendesk Drives a Better Customer Experience With Machine Learning

By: Steve Anderson    3/16/2016

It's a fair demonstration of the power of analytics; by knowing how other efforts have turned out in the past, organizations can get a handle on how s…

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Enghouse Interactive CCSP is the Most Used Cloud Contact Center Platform

By: Rory Lidstone    3/16/2016

According to the newly released DMG 2015/2016 Cloud-Based Contact Center Infrastructure (CCCI) report from DMG Consulting, Enghouse Interactive has a …

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Enacomm Releases Next Generation IVR Analytics and Management Tool

By: Michael Guta    3/15/2016

With each customer interaction now a gold mine of information, companies are creating solutions to make sense of what is being said at all times. Whet…

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The Key to Sales Growth and Productivity in 2016? Spend Less Time Selling

By: Special Guest    3/14/2016

The problem isn't the quantity or quality of sales technologies available. Nor is the answer to simply give more time to sellers. If sales organizatio…

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Maximizing Purpose: It's how leaders grow business

By: Amy Downs    3/9/2016

As a leader, I subscribe to Gallup's philosophy that my job is to help individuals on my team identify and maximize their purpose. Our team members ar…

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Agero to Open Call Center in Tennessee

By: Casey Houser    3/8/2016

Agero, a roadside assistance service provider, recently announced that it will take over a former Sprint call center in Bristol, Tenn.

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4 Essential Features Your CRM Needs to Have in 2016

By: Special Guest    3/8/2016

According to Forbes, CRM is expected to grow into a $36.5 billion market worldwide by 2017. But when it comes to choosing a CRM solution for your orga…

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Vermeer Southeast Saves CRM Time, Money with PipelineDeals

By: David Delony    3/1/2016

For the small-and-medium-sized businesses PiplineDeals focuses on serving, this means more time and money they can spend toward growing essential busi…

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5 Great Moves to Improve Your Call Center Sales

By: Special Guest    2/25/2016

Technology is one of the few things in life that perpetually gets cheaper over time. In past decades, call centers were a reality that only larger, mo…

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The Chief Customer Officer: Why Your Business Needs One

By: Amy Downs    2/22/2016

In my last installment I discussed why Customer Obsession is critical for businesses to succeed. I've also talked about creating customer-centric core…

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Real-Time Coaching in the Call Center: Agent Performance Never Looked So Good

By: Stefania Viscusi    2/19/2016

The need to meet customer expectations has never been greater than it is today. Not only are companies vying for customer wins, but they are also face…

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Crnogorski Telekom Adopts Amdocs BSS

By: Casey Houser    2/5/2016

Crnogorski Telekom, the largest telecom in Montenegro, provides consumers and businesses with fixed and mobile phone service along with Internet and I…

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Gartner Names Atento a Leader in Customer Management Contact Center BPO

By: Rory Lidstone    2/4/2016

The same report also names Atento as the company with the highest execution ability among those analyzed in Gartner's market research. Atento CEO Alej…

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