ISG Software Research Analyst Perspectives

Will Cloud Computing Finally Bring Innovation to the Contact Center?

Posted by ISG Research on 27 November 2010

I have been associated with the contact center industry for more than 20 years, first as a systems integrator building centers and more recently covering it as an analyst with Ventana Research. From this experience I have distilled three major observations: that centers are dominated by technology, that they change very slowly and that performance is largely judged by the average handling time... Read More

Topics: Operational Performance, Cloud Computing, Contact Center

Upstream Works Helps Improve Contact Center Performance

Posted by ISG Research on 27 November 2010

Anyone involved in running a contact center is aware of the imperatives my research has highlighted: reduce operating costs, transition to multichannel support, raise customer satisfaction levels and increase up-sales. On a daily basis, these demands spur managers to focus on reducing average handling times, increasing first-call-resolution rates, optimizing agent utilization, delivering more... Read More

Topics: Operational Performance, Call Center, Contact Center, Upstream Works