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COMTRUST implements SAP Contact Center for e-commerce. First impressions? Moving sales to the virtual world companies move there a high level of service and take care of excellent customer experience. They know that the Internet is a very important...

According to Managed Service Providers Biz, by the year 2014 over 70 per cent of the contact center systems will have been based in the cloud. In this estimates, Darren Pine indicates that running an on-demand contact centre system is more...

Do you have any advanced tools for scheduling and staff management? Is it worth to invest in WFM or better to do these tasks manually? Which option is cost effective in the long term?  Here are some practical tips for managers. Purchasing the...

WorkForce Management applications are useful tools not only for scheduling inbound operations in contact center, but also for telesales and telemarketing planning and management. Do we use the same algorithms to inbound and outbound? Advanced WFM...

WFM is a customer-managed-method Today’s business is connected mainly with … gaining customers: new and existing ones. Therefore, companies always work on better service levels, their customers satisfaction and loyalty. Software such as CRM,...

Each year, SAP presents the SAP Quality Awards for Europe, the Middle East and Africa to recognize customers who have achieved excellence in planning and executing their SAP projects and programs, delivering significant value to their...