1. GSN named customer service innovator at fourth annual Genesys Customer Innovation Awards

...from a pool of more than 200 companies by a judging panel of 28 industry analysts including IDC, Frost, Datamonitor, Yankee Group, McGee-Smith Analytics, CommFusion and Forrester Research. GSN ...

2. Better tracking ability needed, if you please

... Zealand. Finally, Couriers Please's telephone connection was up and running in five days but the data line took eight days to restore. If the company had not been running its business thr...

3. Is 'Industry-ready' a University responsibility?

...squo;s not really the point. The point is learning how to learn,” he said. As a lecturer of database programming at the university’s School of Computer Science and Engineering, Sheph...

4. Contact centres: Evolution

...g tools in its offerings. Besides quantifying customer satisfaction, the software is able to also merge data about the performance of each contact centre agent with CRM data and traditional call centr...

5. The Road to Customer Management Excellence

...ck to read more. GSN Performance Management Suite Your call centre produces a large range of data every day. Do you know how to make sense of the information? GSN’s Performance Manage...

6. Gaining Business Insight

...sist a centre at any stage of its journey.  Our solutions provide for the collection of all data but allow the business to publish only the relevant components, ensuring analysis paralysis...