Call Scripting Software: The Key to Agent Automation
By scripting the flow of a call and embedding that into the call-processing system, agents can be guided through calls in a predictable manner with … Read more
By scripting the flow of a call and embedding that into the call-processing system, agents can be guided through calls in a predictable manner with … Read more
By Allen David Niven Why do Google, eBay, Amazon, and Yahoo run on Linux and not Microsoft? Why have governments worldwide (including China, Germany, and … Read more
By Dan Feis Software as a Service (SaaS), also referred to as a hosted services model, provides a technology platform that enables users to leverage … Read more
BenchmarkPortal published a report showing how contact centers can protect existing investments while making a phased migration to all-in-one communications software suite solutions. The report, … Read more
By Brett Torvik I was in college before the dot-com bubble burst. Every semester I dialed into the university’s automated system to register for courses. … Read more
The foundation in every teleservice call center is the ability to effectively and efficiently take messages from callers and process them for their clients. Doing … Read more
By Peter Lyle DeHaan, PhD At one time all call centers used a free-form philosophy of recording caller provided information and communication, be it an … Read more
By scripting the flow of a call and embedding that into the call-processing system, agents can be guided through calls in a predictable manner with … Read more
With the rapid changes in computer technology and advances in software, it is quite possible that your call center doesn’t have the latest and greatest … Read more
By Ike Mitchell and Jeffrey Howard For many years, contact center managers have been searching for the perfect tool to support customer service delivery. Unfortunately, … Read more