Contact center survey reveals gap between corporate strategy and execution

2010-08-13 - Language style, education level or tone of voice: A recent study among more than 300 consumers in Turkey has revealed that call center users significantly differ in their preferences when it comes to contacting call center agents - depending on their own demographical characteristics. » more...

2010-08-09 - Although the Latin America contact center applications market has not attained saturation point, the market stage and degree of competition vary across countries. According to an analysis by Frost & Sullivan, major markets such as Brazil, Mexico, Colombia, and Argentina are approaching maturity or have already done so, in terms of quality of service and infrastructure. » more...

2010-08-03 - In a survey carried out by call center software provider Rostrvm Solutions, more than 70 percent of contact centers relied on back office teams to complete customer transactions, yet nearly half were not measuring operational performance in the back office. » more...