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This post by Greg Smart first ran on May 17. People frequently ask me how much the technology costs to successfully run a contact center. What I find interesting about this question is that people often think that the technology component of running a contact center is one of the largest portions of the total cost of operation...but...

NICE CXone's WFM allows Event 360, Inc. to train employees without negatively impacting operations and mitigate agent concerns....

As a busy executive, working mother and wife, I rely on online shopping to save me from the holiday madness. And with two teenage children, my shopping experience has changed from a mad dash through Toys R Us to hunting for the best price for the Dr. Dre headphones my 16-year old is dying to have. I...

In the past few weeks, I bought concert tickets, watched a bit of a live interview with former President George W. Bush, learned about two friend's engagements and read pages of news - and I did it all on Facebook. If you think social media is a fad where people simply write about what they had for...

As we look forward to a new year, it's time to start thinking about how the past year has been and set goals for next year. Have you had a chance to think about what goals you are going to set for your contact center next year? It is easy to get caught in the trap of...

What does Steve Miller and his song, "Fly Like an Eagle" have to do with PCI DSS or Facebook? Not a darned thing, except the lyrics that tell us "Time keeps on slipping in to the future." Information systems technology is certainly slipping into the future at a tremendous rate. Witness changes in regulations,...

More and more, outsourcers (and others) are discovering the benefits of moving their technology to the cloud. The financial and business implications for BPOs are fantastic - in fact, one Yankee Group study estimated that cloud-based call centers can reduce the total cost of ownership by up to 45 percent. Other calculations suggest a hosted savings of...