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News about call center
  • Text Analytics Can Help Businesses Soothe Upset Callers

    An Ernst & Young report says that text analytics and voice-recognition software can help customer-service reps solve problems instead of trying to cross-sell an unhappy caller.

    Written by Mitch Betts30 July 13 19:57
  • NBC's outsourced: Separating fact from comedy

    If you're looking for a dose of reality, chances are you're not tuning in to a television comedy from NBC to get your fix. After all, this is the network that brought us "Friends," that hard-hitting look at what it's like to be young, single and broke in New York City, in which a spaciously and elaborately decorated two bedroom apartment (with balcony), fountain dancing, and a cozy coffee shop on the corner stood in for a basement apartment, turnstile hopping and the greasy deli down the block.

    Written by Stephanie Overby24 Sept. 10 02:34
Features about call center
  • Call Center Outsourcing Buyers Want More Than Cost Savings

    As the market for contact center outsourcing has matured, buyers are increasingly looking for sophisticated support from suppliers to enhance the customer experience across multiple channels, which include mobile apps and social media.

    Written by Stephanie Overby06 Sept. 13 13:37