In the words of James Mitchell, senior vice president and CTO of Davox: “The scripting tools will evolve into the call flow component of the CRM process.” And Bob Vilsoet, director of systems ...

Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...