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CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite Updates to security and analytics include new permissions rules, recording integrations, and active directory enhancements.   |
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January 2004
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The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
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March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Rising Stars - CallCopy (The Copy Cat) Echoing the big players' functionalities, a spate of new releases are pushing CallCopy toward the upper tier. |
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Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
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November 28, 2005
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Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
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Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
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July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
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July 11, 2008
Akhil Tripathi |
Web-Based Solutions Deliver on Agents' Tech Expectations Insurers can leverage agent portals and systems integration technology to streamline agents' workflow and improve efficiencies. |
Entrepreneur
December 2004
Amanda C. Kooser |
What's Next? Hardware that can straddle wireless LANs and cellular networks. |
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February 1, 2008
Donna Fluss |
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. |
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June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
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Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
PC Magazine
August 17, 2005
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The Cellular Home Five percent of U.S. homes have no landline service and use only cellular phones. The RCA Cell Docking System is designed to accommodate those households. |
