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Digital Labor Vs Traditional Labor: The Future of the Call Center

Digital Labor Vs Traditional Labor: The Future of the Call Center

By Mithun Kumar, Director - Information Technology, Solace Sabah

10 Things to Consider for a Better Contact Center

10 Things to Consider for a Better Contact Center

By Rob Maynard,

IT Architect,

Cisco

 Waking Up to the Contact Center Technology Revolution

Waking Up to the Contact Center Technology Revolution

By Keith R. McFarlane,

CTO & VP of Engineering,

LiveOps

Contact Center Outsourcing Strategy-A Buyer's Perspective

Contact Center Outsourcing Strategy-A Buyer's Perspective

By Jon Browning,

President and Founder, Global BPO Solution

Call Centre Technologies

By Ian Aitchison, CEO, Asia Pacific Region, COPC Inc.

Call Centre Technologies

For many businesses, setting up a call centre is a big decision. While many know what they want to achieve: higher sales, more product awareness, the offer of a new service, feedback on a...more>>

Optimizing Support Interaction : Closing the Loop in Contact Center Automation

By Roop K. Lakkaraju, EVP, CFO, and COO, Support.com

Optimizing Support Interaction : Closing the Loop in Contact Center Automation

If you were to draw a diagram of the lifecycle of a tech support episode in a reasonably sophisticated contact center, you'd see a process steeped in carefully thought-out automation. ...more>>

Customer Service Re-Emergence

By Eric Tamblyn,

Global VP-Guru Managed Services,

Genesys

Customer Service Re-Emergence

Since the early 1980’s the recording business has moved from analog to digital recording and distribution. Digital claimed to offer superior audio quality, reduced production costs,...more>>

transcosmos Joins Hand with TechMatrix and Avaya to Provide the Best of Outsourcing Services

transcosmos Joins Hand with TechMatrix and Avaya to Provide the Best of Outsourcing Services

BANGKOK, THAILAND: transcosmos, a contact centre outsourcing service provider, deploys a one-stop solution combining TechMatrix’s FastHelp5, CRM system with Avaya Contact Center Select...more>>

Upcoming Trends in the Contact Center Industry

By Matt Rocco, President and COO, Etech Global Services



Upcoming Trends in the Contact Center Industry

It’s hard to believe that 2014 is coming to an end. Time seems to move faster each and every year. However, the only thing that seems to move more quickly than time is technology and...more>>

Cloud Choices for Customer Engagement : What's Best for Your Contact Center

By Jason Alley, Director-Solutions Marketing, Cloud Solutions, Interactive Intelligence

Cloud Choices for Customer Engagement : What's Best for Your Contact Center

Not since the In­dustrial Revo­lution in the 1800s have we observed such rapid change,” says Richard Edelman, president and CEO of Edelman, in his foreword to the ...more>>

The Future of Contact Center Technology Lies Not in the Technology Itself

By Lara Ponomareff, Practice Leader, CEB

The Future of Contact Center Technology Lies Not in the Technology Itself

Social, mobile, .speech analytics, omni-channel, and the Cloud. Today’s contact center technology landscape is full of new, sophisticated solutions that seem to offer endless...more>>

Magazine Current Issue

magazine current issue

CIO Speak

Jeffrey Keisling, CIO and SVP, Pfizer

Formula Five For Biotech IT

By Jeffrey Keisling, CIO and SVP, Pfizer

Ray Harris,

The Move to Managed Services is the Smarter Way to Invest IT Dollars

By Ray Harris,

Chief Information Officer,

Ironbow Technologies

Sam Schoelen,Chief InformationTechnology Officer, Continental Resources

What is CLOUD doing to our networks?

By Sam Schoelen,Chief InformationTechnology Officer, Continental Resources

Patrick Hale, CIO, VITAS Healthcare

Three Steps to CIO Success

By Patrick Hale, CIO, VITAS Healthcare

Bill Dyer, CTO & Head of Strategy, Alcatel-Lucent Motive

Integration Enables Omni-channel Experiences

By Bill Dyer, CTO & Head of Strategy, Alcatel-Lucent Motive

Alvina Antar, CIO, Zuora

The New Quote-to-Cash Architecture

By Alvina Antar, CIO, Zuora

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