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Vicorp Combats Fraud with Speech Self-service Vicorp introduces its new speech self-service solution portfolio which specifically tackles hot issues faced by card issuers and more generally expands to benefit finance departments. Two key areas of focus for the portfolio are fraud prevention and arrea
Invest In People: Succeed In The Economic Downturn With Effective Targets Targets set to measure team, individual and corporate performance can lead to the wrong kinds of behaviour being adopted - the type that is detrimental to the customer experience and customer relationships. As customer service is going to be one of the key
Answering Contact Center IT Challenges with Virtual Hosted Desktops Contact center IT operations face formidable challenges related to security (both data and device), user experience/productivity, and infrastructure scalability. Virtualization technology is being hailed as a way to resolve these challenges. This article
Does Your Organization Need E-learning? This article engages you into thinking if e-Learning is the right solution for your organizations learning needs. Diversity in the learning needs of an organization can no longer be ignored. e-Learning works towards realizing this goal. This article provid
Contact Center Enterprise Analytics Contact Center “Analytics” traditionally focus on tactical problem-solving but recent developments in modeling technologies have enabled a whole new class of enterprise-wide decision analytics. Enter Enterprise Analytics.
This paper discusses the concep
Holiday Customer Service Online The customer service industry has been tested the last few holiday seasons. Between longer work days, higher gas prices and a veritable Santa’s bag of stresses and strains, more and more consumers looking online to take care of their gifting obligations.
What Are The Biggest Challenges Facing The Contact Center Industry? Part 2 With an industry as large and as vast as this one, ContactCenterWorld.com wanted to poll some of its members about the variety of challenges they see facing the industry right now. Some of the answers may surprise you, depending on the specific Contact Cen
What's Great About Contact Center Industry Awards? Part 2 ContactCenterWorld.com recently reached out to some of its members around the world for their feedback on Industry Awards. Many Contact Center Industry professionals find tremendous value and validation by entering various awards programs.
Do Home Agents Really Work? The Good And The Not So Good! Part 2 Many within the Contact Center Industry are struggling with the decision to employ At Home Agents. Many have implemented successful At Home programs, but some are still struggling with issues like network security and confidentiality. See what some of our
Live Agents - Will We Ever Totally Replace Them? Part 2 With new technology being developed and unveiled on a daily basis, ContactCenterWorld.com polled some of its members and asked if they could ever dream of the day when Live Agents would become obsolete.
Outsourcing Overseas – Good Or Bad? Part 1 ContactCenterWorld.com is in search of feedback from the industry. We asked a large cross-section of our members about their thoughts on Outsourcing and whether it's good or bad for the contact center industry. The responses below prove that this is still
Will We See More Technological Advancements In The Next Few Years? Part 1 New technologies are being integrated into contact centers on a daily basis? ContactCenterWorld.com asked its members for their thoughts on where we might see some of the biggest advancements in technology in the near future.
The Biggest Area Of Growth In The Contact Center ContactCenterWorld.com posed the question: "What's the biggest area of growth in the contact center" to its members. We've received a number of responses from across the world and the focus, depending on the region, varies greatly.
