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Last Updated: 7:40 PM EST - Feb 09, 2016

Open Communications and Trust Critical to Great Workforce Management
By: Tracey E. Schelmetic
Agents need to understand that being 10 minutes late may not seem like a big deal, with a complex schedule to maintain, it can be the catalyst that throws the entire day into chaos. Managers need to realize that agents …

WebRTC Expected to Grow as Companies Seek Competitive Advantage
By: Susan J. Campbell
WebRTC hasn't fully saturated the market or enjoyed mainstream adoption. While a number of solutions have been introduced into the market to support the demand for real-time connections, not all companies have jumped on board. Likewise, not all …

Call Center Scheduling for the Real World and Real People
By: Tracey E. Schelmetic
From the outside, scheduling for the contact center would seem like a relatively straightforward process. You look at historical data, which tends to be quite reliable when it comes to predicting call/contact volume. You factor in outside information: is …

The API Opportunity
By: Maurice Nagle
An API, not be confused with the American Petroleum Institute, is an application program interface. In layman's terms, it's a collection of tools, routines and protocols for building software applications. And according to expert Andy Abramson, open APIs …

BroadSoft Takes on Cloud Contact Center Space with Transera Acquisition
By: Rory Lidstone
Global unified communication software as a service (UCaaS) provider BroadSoft is obviously a big believer in hosted UC, but now the company has a strong vested interest in the cloud-based contact center as well. That's because BroadSoft has …


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