July 31, 2014
Why the Leader Position Matters in the Gartner Magic Quadrant
Gartner recently released its Magic Quadrant for Contact Center Infrastructure and Interactive Intelligence made the grade again as a Leader. This makes six years in a row for the maker of the Customer Interaction Center™ (CIC). The Magic Quadrant charts companies based on ‘completenes ...
July 23, 2014
Pre-Call Transfer for Faster, Smoother Mobile Interactions
Everyone dreads being transferred on a customer service call. They know it means they will have to explain everything again, including who they are. Studies bear out the intuitively obvious conclusion that transfers cause frustration and hostility. Yet, transfers are necessary when experts ...
July 14, 2014
Behavioral Routing Insights
Webinar featuring the concept of behavioral routing and how it can improve both contact center operations and customer experience.