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CallCopy Introduces Insight Performance Management Application

Many contact centers are forced to rely on performance measures from a variety of sources that, when analyzed disparately, provide unreliable and inconsistent information. In response to this pervasive and excruciating problem, CallCopy has announced the release of its Insight performance management software. Insight is a cloud-based application that goes beyond the simple dashboards offered by existing performance management software by incorporating powerful speech and desktop analytics. This allows the unstructured data typically stored as recorded contact center interactions to be correlated with structured data from other sources across the organization, including CRM, ERP, HR, WFM, and other applications.
[Full Article]   May-19-2013

 

Adobe to Stop Making Packaged Software

Adobe Systems Inc. is pulling back from the packaged-software business and doubling down on delivering its popular design tools through an online service. The company -- known for supplying software for illustrators, photographers and publishers -- plans to issue future versions of its programs through a subscription-based service called Adobe Creative Cloud that it launched a year ago. Adobe doesn't plan future packaged versions beyond Creative Suite 6.0, its current set of design software, although it will continue selling and supporting that product. Adobe's decision is the latest sign of a gradual shift in business models in the software industry, as customers have become accustomed to outsourcing more technology operations to Internet-based services rather than installing and maintaining programs on their own computers.
[Full Article]   May-12-2013

 

Facebook CIO: ‘We don’t want to waste your time.’

The emphasis on productivity and efficiency at Facebook Inc., shapes how CIO Tim Campos approaches information technology. For instance, after an employee calls the help desk two or three times about a computer issue, the company simply replaces the worker’s laptop. Other tech devices and accessories–headphones, batteries, cables, etc.–are available in vending machines on each floor in every building on campus. “The point is that we think about things differently, which causes us to be efficient,” Mr. Campos tells CIO Journal. “We don’t want to waste your time, nor do we want to waste ours,” he said.
[Full Article]   May-12-2013

 

Sykes Enterprises, Incorporated Hires 1,000 Veterans and Military Spouses Through White House's Joining Forces Program

Sykes Enterprises, Incorporated, a provider of comprehensive outsourced customer contact management solutions and services, has hired 1,000 veterans and military spouses in the past year through the White House's Joining Forces initiative. The employees are working in various capacities within the virtual contact center environment, from at-home customer care professionals to managers. The White House established the Joining Forces program in 2011 to support veterans and military families. As part of this initiative, SYKES' at-home customer contact service line, SYKES Home powered by Alpine Access, pledged to hire 3,000 military veterans.
[Full Article]   May-12-2013

 



May-12-2013

 

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