Predictions abound, technical solutions exist and everybody keeps trying to find the silver bullet that will tip the Unified Communications market. Does such a thing exist? Forrester's recent analysis "Sizing the Unified Communications...
The Immigration Advisory Service charity has significantly cut its carbon footprint by transferring some of its contact centre work to people’s own homes. The annual saving of 93 tonnes of CO2 achieved by the IAS working with...
FCR ... Discussion Topic Background First Contact Resolution (FCR) is a measure that is in growing use by Contact Centres. Also called one-and-done, first touch resolution etc, 2008 research by the Professional Planning Forum showed...
What are the most important strengths, weaknesses, opportunities and threats arising out of converged technologies and business practices?
