Call Center Success: People Process THEN Technology

Aug 11, 2010 (0)

Tools aren't an end unto themselves. For contact centers, it's a matter of who's using them and how that means the difference between success and mediocrity--or failure.

New Technology Evaluation

Contact Center Spotlight: BlueCross BlueShield of Tennessee

Apr 15, 2010 (0)

When BlueCard, a division of the healthcare insurer BlueCross BlueShield of Tennessee, noticed an upward spiral in its average handle times and call volume, it found answers to identifying the causes and controlling the spikes with speech analytics.

Speech analytics

Channel Management in the Call Center: Email

Feb 04, 2010 (0)

Put your contact center at the top of it's email channel game with these tips.

Email Management

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