Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...

With IP telephony just starting to gain a foothold in many organizations, it’s not surprising that research firm McGee-Smith Analytics in Pittstown, N.J., estimates that just 1% of the 80,000 call ...

With recent regulatory developments in the industry and routine call center functions moving to offshore teleservices vendors, there is no time like the present for the Call Center Research Laboratory ...

Here we explore the ways predictive analytics and prescriptive analytics are being used in the call center today, and trends to watch for tomorrow. Predictive analytics can help evaluate behavioral ...

VoIP technology is gaining ground in financial and other service industries as a cost-effective means of provisioning additional, enhanced services unsupported by traditional circuit-switched ...