J.P. Morgan Chase & Co . call center employees have sued the bank for overtime work done without pay and in violation of federal labour rules, according to a release on Wednesday. Filed in federal court in Houston this week, the complaint says that for at...
Most call centers have phones on the desktop, probably the ability for people to leave voice mail, maybe an e-mail address. Many even have an ACD to manage simple call routing and an IVR to ask the caller which department is needed. Assuming there’s a business...
The supplier of media processing, network interface, call control and signal processing products – Brooktrout Technology – has integrated its family of TR1000 speech processing boards with the Envox 6 Communications Development Platform. Through this...
In the first five parts of this series, we examined why its important to invest in, or upgrade, quality management (QM) and logging applications in your contact center, and focused on four leading vendors: NICE Systems, Witness Systems, Verint Systems, and etalk. In...
The global developer of business communications software, Interactive Intelligence, has named Gary R. Blough as its new executive vice president of worldwide sales. In this new role, Blough replaces Jeremiah J.Fleming, who was designated president of Interactive...
Small call centers encounter tremendous difficulties in today’s competitive markets. If you have 35 call center agents or fewer, you face the difficult task of providing a world-class center that executes its mission statement in a cost-effective manner....
