Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be written up for deviating even slightly from the call center script? Would you ...

Onyx, a mid-market provider of CRM software, has unveiled upgrades to its Contact Center product that are designed to help it branch deeper into the contact-center and vertical markets. The ...