Your call center tech is only as good as its implementation

By |August 12th, 2013|

by Bruce von Maltitz, 1Stream

Nigel Clarke, an IT manager from the UK, made a few headlines earlier this year when he drew up a comprehensive call center menu map – a project called “Please Press 1”. He uploaded this service so that anyone attempting to navigate a call center menu, and the many options they

Preparing for end of life in your call center

By |August 12th, 2013|

by Jed Hewson, 1Stream

Gartner has said that by the end of 2013, 75% of global call centers will be making use of the hosted call center model – which leaves 25% of call centers likely relying on premise-based solutions that use their private branch exchange (PBX) to perform basic call center capabilities, along with several