Call Centers

Whether it's onshore or offshore, outsourced or staffed internally, a call center is a key point of contact for customers, and thus plays a large role in how people perceive a company's brand. Call centers present opportunities not only to resolve service issues, but also to sell products and services. VoIP and other new technologies can help control costs and improve performance.


Why Gamification Matters

Gamification is an upside-down, inside-out concept for many business and IT leaders, but it is quickly becoming a mainstream activity in the enterprise. More >

SDN, Cloud Computing Acceptance Among Top Interop Trends

NEWS ANALYSIS: IT vendors are rushing to swear fealty to software-defined networking while enterprises are seriously considering moving data center resources to the cloud. More >

Coping With a Cloud Outage

Cloud computing presents enormous opportunities for the enterprise, but it's critical to proactively prepare for cloud outages as well as outright provider failures. More >

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How Elavon Uses Speech Analytics in the Call Center

Ann All spoke with Carlos Navarro, chief markeing officer for Elavon, a US Bancorp subsidiary that offers payments services to 1 million customers worldwide. Elavon uses speech analytics technology More >

Contact Center Metrics Shift to Reflect Call Outcomes

Ann All spoke with Richard Snow, global VP and research director, Customer and Contact Center, for Ventana Research. Snow wrote a report on contact center analytics. It will become part of a larger More >

Addressing Financial Risks in Outsourcing Contracts

Ann All spoke with Chris Kalnik, chief knowledge officer of TPI, a provider of sourcing advisory solutions. Since 2000, TPI has advised on more than 25 percent of total contract value awarded in the More >

More Interviews >

Resource centers

Business Intelligence

Business performance information for strategic and operational decision-making


SOA uses interoperable services grouped around business processes to ease data integration

Data Warehousing

Data warehousing helps companies make sense of their operational data

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