New Call Center Software Helps Create a Caring Culture AND Gets Results

Great call center software creates cultures that care.

These are the times that try call center managers’ souls—or at least their scheduling capabilities. The days are fast approaching when weddings, honeymoons, graduations and vacations will make it tough for the managers…

Contact Center Software Mashup Helps Coach the Rest of Us

call center software: coach on soccer field

Coaching top executives is all the rage these days, and is increasingly endorsed—and paid for—by companies hoping to get the most out of their top brass. For example, Bob Nardelli, former CEO of…

Cloud Contact Center Software and WFM vs. the Real World: Who’s Winning?

Hosted contact center: gears and workforce

Henry Cooke once observed that “Life is what happens to us while we are busy making other plans.” This clash between the ideal world we plan for and the real one we all…

Call Center Software Forecast: Cloudy with a Chance of WFM

call center software: puzzle piece in the cloud

What a difference a year makes! Last year, so much of the debate surrounding cloud applications centered on the decision, “To cloud or not to cloud?” This year, for many companies, that is…

Call Center Software Mashups Transform Contact Center Workforce Management

call-center-software mashup-album cover

What do the Bee Gees, Pink Floyd, John Travolta, Hotels.com and contact center software have in common? In my blog last week, Transform Customer Experiences with Contact Center Mashups, I talked about how cloud…