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We see it in the movies all the time – someone places a call and a computer somewhere breaks down their voice into various bits of data. Technically speaking though, how advanced are we today with emotion-detection and speaker independent recognition?

There are many leadership styles that make for an effective workplace, and the proper use of these styles can make the difference between a high stress workplace with high turnover, and a goal-oriented, efficient and strategic environment.

The term ‘transpromo’ is being referenced more and more in marketing discussions. Phil Hutchson, Tactical Marketing Director Pitney Bowes UK and ROI discusses ’transpromo’ and how smaller businesses can benefit.

Yogen Patel looks at how the relationship between customers and companies has changed, and how companies need to alter the way they use technology to give customers what they want.

The last several years have been rather challenging for all business sectors, and while on the teeter-totter of recovery, we are still unsure how the future will affect us. We asked contact center industry professionals what has been some of the greatest challenges of the past 12 months.