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Trends in business and technology are converging, helping to give rise to cost-effective IT outsourcing solutions for contact center organizations.

There are some contact center managers out there who find it hard to measure the effectiveness of training programs, and the overall effectiveness of the trainers themselves. Since trainers know their methods and practices best, we asked them how they measure their effectiveness.

Training new agents is a challenge all its own. Not only is the trainer’s role multi-faceted, from teacher and counselor to motivational speaker to psychologist, but each new generation of trainees brings along their particular set of challenges. We ask trainers from around the world what their particular challenges are.

Voice biometric has several unique features that set it apart from other forms of biometric authentication. This two part article takes an in-depth look into the science of the technology and its applications for both convenience and security.

Voice biometric has several unique features that set it apart from other forms of biometric authentication. This two part article takes an in-depth look into the science of the technology and its applications for both convenience and security.