Voices of CRM:

contact center

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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...

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...


September 2, 2010  3:00 PM

Contact center satirist Greg Levin



Posted by: Barney Beal
call center agent, call center manager, contact center

Greg Levin Can the contact center...


April 13, 2009  6:32 PM

Is now the time for contact center spending?



Posted by: Barney Beal
analytics, call center software, contact center

Donna Fluss is bullish on the future of contact center analytics applications. I spoke with the president of DMG Consulting last week about her recent report, which identifies two new markets in contact center technology -- customer experience analytics (CEA) and desktop analytics (DA). Fluss...


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