Call Center

Aberdeen Group Surveys Contact Centers for Analytics Benchmark Report

by Laura Tanner April 2, 2012

How does your company use analytical tools and processes to empower your contact center with the actionable insights needed to serve customers?  Effective use of contact center analytics programs helps organizations improve the effectiveness and timeliness of customer engagement activities via the contact center.  Would you like to learn how Best-in-Class companies integrate analytical tools [...]

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OpenSpan by the Numbers

by Laura Tanner March 5, 2012

What’s the real-world impact of OpenSpan’s user process improvement technology?  Our Lean Six Sigma black belts did the analysis, and the results of our process improvement assessments are outlined in our new infographic.  The outcome is clear:  OpenSpan customers see very real and very dramatic improvements in their operations thanks to their process improvement and [...]

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Eliminating Copying & Pasting Between Applications

by twelsch May 3, 2011

Every day, EVERY DAY, when I was at work I would have to copy and paste between multiple applications. And not just once or twice but over and over throughout the day. And it was always the same, first names, last names, addresses, phone numbers, etc. And even though I had gotten very good at [...]

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Specialization is for Insects*

by Raun Kilgo November 2, 2010

Several times recently, I have reviewed the operations of large employee groups.  Each of these groups faced rising complexity in the constituents they served and the systems they had navigate.  So the reaction of their managers was to make c…

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