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Ventana Research defines workforce optimization as a set of processes and technology for customer agents that include interaction (call) recording, quality monitoring, workforce management, training and coaching, compensation management and analytics...

If you were to ask a vice president of Customer Care the metric they think is most important (to their careers), the bet is they would respond with “Customer Satisfaction Score.” And if you were to ask this same VP how deeply they care about making sure...

Mahindra USA and Operation FINALLY HOME hosted its annual Warrior Weekend March 28–30 for 10 past and future home recipients. The weekend provides the wounded veterans the opportunity to fish, relax, and simply connect with fellow wounded former soldiers...

WALTHAM, MA—(Marketwired – January 26, 2017) – CallMiner, the leader in Interaction Analytics solutions, announces today that Health Insurance Innovations, Inc. (HII) (NASDAQ: HIIQ), an administrator of affordable web–based health insurance, has selected...

Spokane, WA (PRWEB) May 29, 2012 The prestigious Super-Agent Award is given monthly to the Sound Telecom call center employee with the highest call quality scores. April was the most competitive month on record for the Sound Telecom Super-Agent award...