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Last Updated: 11:00 PM EST - May 22, 2017

CoreDial Arms Partners with Google Cloud Speech API
By: Steve Anderson
An announcement from CoreDial brings the Google Cloud Speech API to its partners for improved accuracy and new value.

Customers to Companies: This Interaction May Be Recorded
By: Tracey E. Schelmetic
Increasingly, frustrated customers are taking steps of their own to improve quality management and customer service by holding organizations' feet to the fire. The combination of smartphones and social media is making it easy, and the offending organizations are learning …

VoIP, Mushroom VNF Lead Restaurant Group to Success
By: Steve Anderson
The introduction of VoIP service and the Mushroom VNF system delivered plenty of value for the Keith McNally Restaurant Group.

Common Traits of the Successful Call Center Manager
By: Laura Stotler
Successful call center managers share a number of common traits focused on agent engagement, consistent coaching and core goals of efficiency and customer satisfaction.

Analytics Help Companies Predict Customer Behavior
By: Tracey E. Schelmetic
Predictive analytics can be used to pull all the information into a big picture that will help companies understand the optimal times to reach out to customers proactively to improve the relationship by taking advantage of opportunities, or preventing problems …


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