ProtoCall One announces the launch of its Live Manual training service providing direct training support for contact centre operators. The service provides users of Genesys application software advanced guidance and support after they move to a live environment.

Our poll of senior contact centre leaders has revealed how contact centres are slowly moving away from using operational-based metrics to adopting customer-centric metrics such as NPS, but are still not focused enough on recording and using customer satisfaction data...

ProtoCall One has announced positive results for the year ended 31st December 2010...