The recording and QA markets are evolving and acquisitions have resulted in major challenges and opportunities for customers and vendors. If either NICE or Witness fail to execute, customers are not going to give them a second chance, with those who view logging and...

Picture the scene. A large and successful financial services firm has enjoyed rapid growth as the result of a series of acquisitions, and now owns and operates three contact centres. The primary goal of its quality initiative is to provide consistent service and an...

Last week, we previewed the promising new world of contact centre performance management. We established that contact centre performance management could liberate contact centre managers from time-consuming data collection and reporting and empower them to capture and...

Every once in a while a new idea or concept comes along that has the potential to change the way we conduct business. Business performance management was conceived to align corporate objectives with the tactical and strategic goals of all operating areas including...

Corporate respect for the role, purpose and contribution of contact centres is increasing as senior executives recognise the positive impact they have on the bottom line and the tremendous value of customer data flowing through the contact centre. The race is now on...