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CallCopy Continues To Refine Agent Performance Management
About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software. Ventana Research has updated its definition of APM to mean the people, processes,...
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New Customer and Contact Center Technology at Call Centre Expo
I have spent the last two days at the U.K.’s largest contact center trade show, which this year moved to London Olympia from the NEC in Birmingham. While the overall number of visitors seemed to be...
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Agents Performance Management is Hot for Successful Customer Interactions
Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer...
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