Search

Organizations have used workforce optimization solutions for years to help optimize their staff more effectively and deliver better customer service. But as consumers shift from traditional channels such as phone [...]

Much has changed in the last decade since workforce optimization first emerged as an effective strategy for capturing, analyzing, and acting on customer, business, and other market intelligence. Here are [...]

WHEN SALES collaboration/networking systems such as Chatter, Jam, Jive, Yammer, and the like started to emerge, my initial reaction was 'Finally salespeople will be able to tap into the knowledge [...]

What does it mean to listen to the voice of your customer and, more importantly, why does it matter? At its most basic level, listening to your customers is akin [...]