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•Boosting Contact Center Performance Management with Genesys Applications
Effective operational performance is critical, but often difficult to gauge. In this podcast, Marsha Calfee and Jeff Woodland, both of the product marketing group at Genesys, outline their company's approach to Operational Performance Management. Specifically, they will highlight Call Center Advisors and Interactive Insights—two analytical applications that provide visibility into contact center operations, both real time and historical, which help managers make better customer services decisions.
•Ten Points to Consider Before Establishing Offshore Contact Center Operations
For good or bad, offshoring in the contact center industry is here to stay. That is not to say that every organization that follows this route is 100 percent successful in it. In fact, many organizations fail to do enough planning or base their decision to offshore on poor information.
•The Future of 40G and the Reality of 10G ATCA Solutions








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