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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>>

New Editions

CIO Speak

Arnold Leap, CIO, 1-800-Flowers.com

Optimized Customer Experience through Technology

By Arnold Leap, CIO, 1-800-Flowers.com

Mark Wilmshurst,

Technology is No Longer a Support Function

By Mark Wilmshurst,

Global CIO,

Reed Business Information

Matt Minetola, EVP & Global CIO, Travelport

Travel APIs: Easing the Turbulence from Origin to Destination

By Matt Minetola, EVP & Global CIO, Travelport

Gail Hyde, VP-IT & CIO, Habitat for Humanity International

The Power of Technology for Non-Profit Organizations

By Gail Hyde, VP-IT & CIO, Habitat for Humanity International

Archie Deskus, VP & CIO, Baker Hughes

Clouding Your Judgment

By Archie Deskus, VP & CIO, Baker Hughes

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