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"Since we went live, we've come back to CCT with new requirements on several occasions, and each time the response and attention to detail has been most impressive. Our communication infrastructure is in safe hands."
IT Director, Wales Millennium Centre
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Feedback 'offers insight into IVR success'
28/05/2010
Customer contact centres should use customer feedback to measure the success of interactive voice response (IVR) systems, one industry expert has suggested.
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Workforce management benefits US college
27/05/2010
College of the Canyons in California's Santa Clarita Valley is investing in its contact centre infrastructure to increase staff accuracy and productivity.
NICE technology improves service levels at Russian mobile firm
25/05/2010
A Russian mobile operator has invested in NICE System's Quality Optimisation solution to improve operations within its contact centre.
'Room for improvement' in business intelligence application
17/05/2010
Businesses are still in the early stages of maturing their use of business intelligence and performance management, it has been claimed.
Contact centre measurement tools 'must be used wisely'
Performance measurement criteria should complement each other rather than work as opposing forces in the contact centre, it has been suggested.
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