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Articles 1-84 out of 84 article(s) Title Author Type Date Words Innovation Group's FNOL & AUTO Claims Call Center Scores Big in Novarica ACE Rankings. Nov 24, 2009 479 Research and Markets: After Reasonable Growth in 2007 / 2008, CRM Budgets In 2009 and Beyond Are Expected To Remain Flat, At Best. Oct 6, 2009 258 inContact Clear Leader in Hosted Contact Center Market Sector with Most Implementations, According to 2009 DMG Consulting Report. Report Oct 6, 2009 598 United States : Call Center Outsourcing: Focus on Provider Technologies. Sep 26, 2009 305 Reportlinker Adds Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus). Sep 21, 2009 244 Central America Contact Center report. Sep 1, 2009 354 Research and Markets: An Essential Report on the Nigerian Contact Centre Market. Report Aug 27, 2009 615 Reportlinker Adds Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus). Jul 22, 2009 312 Changing work organisation and skill requirements. Martin, Bill; Healy, Josh Jun 1, 2009 17204 Reportlinker Adds The Recession in Vertical Perspective: North American and European Contact Centers (Strategic Focus). May 27, 2009 347 Research and Markets: Deriving Long-Term Value From Mexican Contact Center Outsourcing (Analyst Insight). May 7, 2009 209 Pegasystems Selected as a Visionary by Leading Industry Analyst Firm in 2009 Magic Quadrant for CRM Customer Service Contact Centers. Apr 27, 2009 752 Research and Markets: Malaysia SSO - Shared Services and Call Centre Market Outlook for 2008 to 2011. Industry overview Apr 7, 2009 352 Boardroom Report. Tehrani, Nadji Interview Apr 1, 2009 1298 Research and Markets: EMEA Hosted Contact Centre Markets: Examining the Industries Challenges, Market Trends, Drivers and Restraints. Mar 18, 2009 390 Research and Markets: Call Center Strategies 2009 Will Profile Research Participants in a Case Study Format. Mar 13, 2009 403 The Ascent Group Completes a Landmark Call Center Benchmarking Study of Inbound Customer Care Focused on Improving Customer Service Performance. Mar 6, 2009 419 South Africa: Contact centres increase investment. Feb 4, 2009 386 Performing (and exceeding) expectations. Read, Brendan Feb 1, 2009 2459 United States: Study Shows Hosted Contact Center Solutions Can Reduce TCO. Jan 15, 2009 459 Interactive Intelligence Rated Top Unified Communications Vendor by North American Contact Centers. Jan 12, 2009 549 Interactive Intelligence in Leaders Quadrant of Contact Center Infrastructure Report. Report Jan 6, 2009 772 A model business: why outsourcing is vital for the growth of the world's newest call centers. Fleischer, Joe Jan 1, 2009 781 Report finds continuity planning important trend for top performing contact centers. Campbell, Susan J. Jan 1, 2009 215 Report shows strong growth anticipated in Caribbean Contact Center market. Campbell, Susan J. Jan 1, 2009 441 Boardroom report. Granger, Stuart; Tehrani, Nadji Company overview Dec 1, 2008 1688 News analysis: contact centers unprepared for disasters, disruptions. Nov 1, 2008 689 Enabling excellence with IP recording. Read, Brendan B. Nov 1, 2008 2291 Study shows U.K. call centers performing to expectations. Campbell, Susan J. Report Nov 1, 2008 466 Research and Markets: A Business Trends Report of Contact Center Investments in Developed Markets: Understand the Latest Trends & Strategic Spending Objectives for Investments. Oct 24, 2008 383 Avaya Leads Worldwide Contact Centre Market in Both Revenues and Shipments. Industry overview Oct 21, 2008 427 Envision Included in Leading Analyst Firm's "Magic Quadrant for Contact Center Workforce Optimization". Oct 13, 2008 585 Around the industry, innovation abounds: there are so many new trends taking place in the call center and CRM markets--and so many of them are worth sharing. Tehrani, Rich Oct 1, 2008 924 Boardroom report. Jarman, Paul; Tehrani, Nadji Interview Oct 1, 2008 1631 Study shows contact centers not properly aligned with web sites. Oct 1, 2008 449 Verint Systems Placed in Leaders Quadrant of Analyst Firm's New "Magic Quadrant for Contact Center Workforce Optimization". Sep 30, 2008 1143 Desperately seeking one, single, solitary relationship. Hall, Robert Sep 1, 2008 844 United States: Next Generation Automated Phone Technology Market to Soar. Aug 18, 2008 203 Philippines: COA gives nod for CHED to junk P300-M call center deal. Aug 2, 2008 191 The role of agents and their impact on customer service. Loring, Steve Aug 1, 2008 1624 Caribbean Contact Center & BPO Report 2008-2010 Published by Zagada Institute Projects Caribbean Outsourcing Talent Base Surpassing 100,000 by 2010. Report Jul 24, 2008 444 Avaya Leads Worldwide Contact Centre Market in Both Revenues and Shipments. Industry overview Jul 15, 2008 542 Issue Resolution Drives Loyalty, Retention, Satisfaction, According to CFI Group's Contact Center Satisfaction Index. Jul 1, 2008 695 Complete Assessment of the Caribbean Call Center & BPO Markets. Jun 25, 2008 544 United States: Aspect Software Solution Gets High Marks for Hosted Contact Center Offering. Jun 21, 2008 372 United States: Aspect Software Solution Gets High Marks for Hosted Contact Center Offering. Jun 18, 2008 499 Comparing and justifying workforce management systems. Bucci, Dick Jun 1, 2008 1636 Survey studies global contact center performance. Campbell, Susan J. Jun 1, 2008 459 Newspapers Are Gutting Call Centers - Just When They Need Them the Most, New Report from Classified Intelligence Shows. May 19, 2008 653 Research and Markets: New Study Identifies the Practices that Make or Break a Customer Contact Center. Apr 8, 2008 685 United States: Call Centers Market to Reach $195 Billion by 2010, According to New Report by Global Industry Analys Thursday, 20 March 2008. Industry overview Mar 20, 2008 255 Call centre staff study for first ever industry diploma. Feb 28, 2008 257 Intervoice Positioned in the Leaders Quadrant for 2008 Enterprise Voice Portals and Interactive Voice Response Magic Quadrant. Feb 21, 2008 555 Offshore Contact Center Market Experiencing Rapid Growth, According to Everest Research Institute. Feb 19, 2008 828 Verint Witness Actionable Solutions: capturing the voice of the customer. Tehrani, Nadji Interview Feb 1, 2008 1794 Envision Receives "Positive" Rating in Leading Analyst Firm's Contact Center Quality Management MarketScope Report. Oct 9, 2007 423 www.tmcnet.com/874.1: report covering call center manufacturer revenue puts Avaya on top for 2006. Schelmetic, Tracey E. Aug 1, 2007 93 Call centre collapse after Wirral bin collection rage; Thousands of people swamp council service. Jun 19, 2007 546 AberdeenGroup Report Confirms Importance of Implementing Multi-Channel Call Center Agents. Mar 19, 2007 542 Knowlagent And CSO Insights Present Global Call Center Service to Sales Study. Feb 28, 2007 707 Mexico Executive Call Center Report 2007 Published by Zagada Institute Region's Leading Research Analytics Firm. Feb 22, 2007 576 ICMI Survey Suggests Virtual Queuing for Contact Centers. Feb 20, 2007 361 Can't talk now dear, I'm on to a call centre. Jan 31, 2007 195 Asia Pacific Contact Center Statistics Are Provided For Inside the Report 'Asia Pacific - Building A World Class Government Call Center'. Nov 23, 2006 210 Training gaps are uncovered in call centre industry. Oct 23, 2006 457 Training gaps are uncovered in call centre industry. Oct 23, 2006 443 Call Center Reports. Brief article Oct 1, 2006 116 Caribbean Call Center Report 2005 Provides Complete Assessment of Market Size Dynamics And Growth Rate Projections Up To 2006. Sep 7, 2006 351 View Important Trends That Will Help Call Center Professionals Make Key Staffing Decisions to Ensure That Frontline Employees Stick Around and Perform At High Levels for Years to Come. Sep 6, 2006 573 Central America Call Center Report. Wood, Laura Brief article Jul 1, 2006 90 Through Cost/Benefit Analysis, Those in the Process of Setting up or Investigating New Call Centre Facilities Have Found Regional Australia is Potentially a More Attractive Option. Jun 21, 2006 259 More Companies Plan to Extend Their Workforces With At-Home Agents; Call Center Survey Highlights Industry Adoption and Perceptions of At-Home Agents. Jun 19, 2006 642 Half of America's Best Hospitals Use Amcom's Mission Critical Communications Software; Eight Out of 16 Top Hospitals Use Amcom Solutions to Streamline Call Center Operations and Maximize Operator Productivity. May 12, 2006 644 The Ascent Group Completes a Landmark Benchmarking Study of the Strategy and Deployment of Integrated Voice Response (IVR) Technology in Customer Call Center Operations. May 10, 2006 327 Looking beyond the call center: preventing erosion in your customer base and profits. Mehrotra, Vijay Mar 1, 2006 1574 North American contact centers: why are we falling behind? Mey, Kurt Mar 1, 2006 2422 Five9 Receives the 2006 Beagle Research Group CRM WizKids(TM) Award; On-Demand Call Center Solution Offers Customers Profitable Alternative to Traditional Call Center Model and Ability to Pursue New Business Opportunities. Company Profile Jan 19, 2006 749 Call Centers a Growth Industry in the US and Globally New Report Shows. Nov 29, 2005 336 Knowlagent Releases Powerful New Solution That Drives Revenue and Improves Customer Loyalty from the Call Center. Nov 17, 2005 831 Call Centers Are Missing Opportunities to Attain Company Goals by Overlooking the Importance of Coaching; Knowlagent Study Finds Parallel Between State of Today's Call Center Coaching and Early Days of Customer Relationship Management. Nov 10, 2005 655 Dial up disability management strategies: DMEC and Liberty Mutual led a call-center leadership seminar series that resulted in six tactics to manage high-absence costs. Mead, Peter Nov 1, 2005 622 Sault dials G for growth. Brief Article Aug 1, 2005 117 Integrated systems major challenge for call centers. Aug 15, 2003 380 Bank customers offer negative call feedback. (Special Feature--Call Centres & Voice Recognition). Apr 16, 2003 453

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