Brave New Supermarket
THE LAST TIME I SAW something called a Future Store, it was an A&P that had been renovated into what was supposed to be a prototype for A&Ps to come though
Quality, Uncontrolled
Call centers are using and will continue to use, in increasing numbers voice recording systems to monitor agent quality. But these applications are not
Five Experts in Search of an Author
Maybe it was fate. Or perhaps, serendipity. Either way, as I prepared to write this story I had several very different encounters with contact centers.
Do It Yourself? No, Thanks!
Are manufacturers doing less now, and enjoying it more? It seems so, judging from the latest annual research conducted by New York-based Accenture (www.accenture.com)
As Good as It Gets
Let’s say you’re in the market for a computer and walk into a Best Buy, Circuit City, or Office Depot store. Chances are, you’ll find the most popular
The Family That E-Checks Together
Hate licking envelopes? So do I. I used to hate licking stamps, but since they became self-stick I no longer have that excuse. Still, I find the whole
Point Firmly in No Particular Direction
YOU CAN SENSE that things are getting out of hand when the legal disclosure forms now required of stock analysts are longer than the analysis itself.
Speech Technologies: MORE More Than Just Talk
Speech technologies are poised to finally make the big jump toward common usage by contact centers, according to a recent Forrester Research report.
This Wizard Isn’t Named Harry
ANYONE FAMILIAR WITH a certain (rather popular) series of books will recall the magical map that figures prominently in several of them. It shows not
Speech Technologies: More Than Just Talk?
Speech technologies are poised to finally make the big jump toward common usage by contact centers, says a Forrester Research report.