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Upgrading the contact center  Jan 01, 2007 10:30 PM By Greg Anderson

Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support

Five Essentials of the Integrated Contact Center  Dec 12, 2006 9:53 PM By Greg Anderson

Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support telephone, e-mail, and the Web. Multiple technologies must be integrated with a single goal: to improve the way a company does business by enhancing the customer relationship through enriching the quality of the contact.

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