Several top leaders from Knowlagent recently participated in discussions about the ever-growing issues of call center agent productivity and shrinkage at four major industry conferences. Knowlagent President and CEO, Matt McConnell, shared his views on developing a successful remote agent deployment process at the Remote Agent Summit. McConnell explicitly addressed virtual learning best practices, prioritizing […]

Sytel Limited reported in its year-end results for the year ending March 2011, that for the first time, revenue from its hosted call center and cloud software-as-a-service installations exceeds that of premise-based installations. Sytel Limited is a global supplier of IP customer contact software solutions that delivers SaaS services to end users around the world, […]

LiveVox, Inc., a provider of cloud contact center solutions, recently announced the appointment of Chris Pigott as their new Vice President of Product Management. Pigott has over 20 years of experience with contact center hardware and software and that experience will help drive LiveVox’s continued ability to manage solution requirements and product implementations for multi-site, […]

Recently, the well established communications provider Bruce Telecom announced a 5-year partnership with Telax Hosted Call Center. Bruce had identified the need for a next-generation call center solution both for its customers and also internally. The company considered on-premise call center options and eventually chose Telax’s call center software based on its excellent reputation, extensive […]

With all of the social networking tools we have today, it has become very important to provide the best customer service available. To remain competitive, however, businesses are looking for ways to streamline customer support and reduce costs. Indian companies are quickly adapting to the concept of “crowd sourcing” of contact centers, which allows them […]

Government call centers have experienced some unique challenges with the recent poor economy. With numerous increases in citizens’ demands, their public sector call centers have been forced to adopt customer service improvement projects to meet strict standards. Virtual Hold Technology or VHT has become the ideal solution for many state-run call centers. VHT is an […]

TriageLogic announces the complete implementation of its Call Center Solution at University Hospital’s Rainbow Babies & Children’s Hospital located in Cleveland, OH. TriageLogic has long been a provider of quality and affordable triage solutions in healthcare. The Cleveland, OH hospital houses one of the country’s largest nurse triage programs. The installation of the Call Center […]

Verba Technologies took advantage of the publicity opportunities at Cisco Live in London to release a new suite of call center quality assurance solutions. Dubbed the Verba Performance and Quality Management solution, the suite is designed to help call centers of all sizes measure and enhance call center agent performance while systematically improving the complete […]

CPM Marketing Group, a provider of healthcare customer relationship management (CRM) and strategic marketing solutions, has announced the availability of the Mobile ICRM Tool Kit. This launch extends the company’s activities to mobile devices, allowing smartphone and mobile device apps to be connected to the company’s CRM database, call center and predictive models. While the […]

Cancer Care Ontario has signed a three year contract with Telax Hosted Call Center to provide an internal help desk, Tier 1 Service Desk, and support of the Ontario Breast Screening and ColonCancerCheck programs. Telax replaces Telus in this account. According to Mario Perez, President and founder of Telax Hosted Call Center, Cancer Care Ontario […]