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July 20, 2012  7:06 PM

With acquisition, contact center software firm drops its kit and Ciboodle



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

A contact center software company finally put down its Sword. The Scotland-based SwordCiboodle surrendered its unusual corporate name this week after being acquired by Kana, a Sunnyvale, Calif., provider...

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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...

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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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