Here are 10 methods to help staff handle the Autumn Blues as the clocks go back at the end of Summer Time.

According to research from Frost & Sullivan, only about one-third of contact centres are fully integrated with CRM systems. This White Paper looks at the pitfalls and best practices of CRM integration into the contact centre.

Companies have started to recognise customer service as a critical component of overall customer experience. This report looks at the nine most significant WFO vendors and how each measures up to help customer service application pros recommend the best one.

Sponsored by CallMiner, this chapter by ContactBabel contains an overview on interaction analytics including the business drivers, and its use for improving process optimisation, compliance, customer satisfaction, revenue and operational performance.