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Mar21

Quality Monitoring - Who Cares?

Posted on 21 Mar 2011 by Lesley Vereen
In my opinion, there are few processes in a contact center environment as critical as monitoring the quality of contacts.  Surveys confirm that most contact centers conduct regular quality monitoring, but too often, the focus is still on the monthly ...[Read More]
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Mar14

The Rise & Rise of Video Conferencing

Posted on 14 Mar 2011 by Christian Ehinmola
The Rise & Rise of Video Conferencing So, this week, I‘ve been at a Trade Show in the UK (www.ucexpo.co.uk), and from previous years attendance at this show, I’ve noticed a distinct rise in the number of companies promoting video conferencing ...[Read More]
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Mar07

Making Your Contact Center Better Tomorrow Than it is Today

Posted on 07 Mar 2011 by Joe Staples
I'm going to tackle this topic in several installments (lest I get yelled at by the blog crew police for having a post that is too long). So here's where I'm starting from... Most contact centers that I visit....well....they "exist." Wh ...[Read More]
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