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In the Business of Contact Centers blog, Transera offers a unique perspective on contact center practices, technology advances, market trends—in short everything that affects business outcomes in contact centers.

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Parsing the cloud acronyms—SaaS, PaaS, IaaS—and why we should care

Shared Agents Only – Penny Wise, Pound Foolish

I need actionable intelligence for my call center! Now!

Keep Your Call Center Outsourcers Honest

What’s in the cloud (and what’s not) and why you should care

A Simple Checklist for Call Centers: Separating the wheat from the chaff in the cloud

A Conversation with Computerworld about the Cloud

Office Depot launches virtual cloud initiative to drive business results

Real-time Really Matters to Call Centers (Part 3)

Real-time Really Matters to Call Centers (Part 2)

Real-time Really Matters to Call Centers (Part 1)

Scoring Agents to Win Customers

Outsourcing for Outsourcers

An Open Letter From Your Best Customer

Customer Service Secrets Revealed - Part 1

Multi-media in the Contact Center – Can’t We All Just Get Along?

Power of the Private Cloud

Midpoint Magic: Enabling SaaS in VoIP Call Centers

Serve Global - Call Local: One-World Virtual Call Centers

Axe the PBX in Your Call Center to Cut Costs

Outsourcer Olympics: May the best vendor win!

Call Center Multi-Sourcing: Mixing and Matching Agents from Milwaukee to Manila

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