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Quality management has served as a mandatory, comprehensive and efficient tool at many contact centers for more than a decade. Contact centers for financial institutions resemble those of other organizations in many ways. However, financial institutions often must use contact centers to meet a far stricter set of compliance regulations.

Last week I had the privilege of spending several days with the best contact center professionals in Europe, Middle East & Africa at the 2010 Top Ranking Performers Conference in London.

We ask our members to share their experiences managing the workforce using technology

We ask members around the world to share their opinions. Find out what they think!

We asked our members for some opinions on optimization technologies and what agents might fear - read this interesting article.