Voices of CRM:

contact center management


May 7, 2012  8:18 PM

Take that call: ACCE conference underway

Posted by: Albert McKeon
contact center, contact center management, CRM

SEATTLE – They’re taking a break from customers, but haven’t forgotten them.

More than 1,100 call center agents have gathered at the annual ACCE conference and expo to review trends, learn new tricks and...

March 5, 2012  4:25 PM

Experts demystify the complexity of PCI compliance in the contact center

Posted by: Barney Beal
contact center management, contact center software, PCI DSS

[caption id="" align="alignleft" width="65" caption="Diana Kelley"]Diana Kelley[/caption] [caption id="" align="alignright" width="76" caption="Lori Bocklund"]

March 2, 2012  8:07 PM

Debating PCI DSS compliance in the contact center and the ‘police state’: Two perspectives

Posted by: Barney Beal
contact center management, contact center technology, PCI DSS

Has the contact center entered a police state? That's the question Lori Bocklund posed on a recent call center blog post after coming across some surprisingly stringent requirements during an audit for the...

June 12, 2011  1:19 PM

Contact center answers in the Big Easy

Posted by: Rosecafasso
contact center management, contact center technology

Contact center managers headed to New Orleans for the ACCE conference this week might be a little befuddled by the Voice of the Customer theme. That's not exactly new. Haven't contact centers been pretty much doing nothing but hearing the customer's voice for years? "Smart phones, social media...


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