Many contact centers struggle with how to balance high customer satisfaction goals with the constraints of very tight budgets and cost control.

The contact center is still the most underutilized of all strategic assets for most companies. A key trend that is fueling our success is the enterprise need to better leverage existing investments in technology, telephony equipment, and customer information without having to rip and replace. The success of our voice portal business shows that enterprises are seeking a path to tap into these assets.

School districts throughout the state are using the tort fund to balance their budgets because they can secretly, without voter approval, impose a virtually unlimited tax. This is a widespread practice throughout the State of Illinois. The Stephenson County cases are the first cases in the State of Illinois to successfully challenge the illegal use of the tort fund to pay salaries. [So far] the taxpayers [have] won the majority of the issues that were before the court.

Companies have budgets to balance as well, but unlike the federal government, we can go out of business.

Schools look to us to find the balance between aesthetics and cost. Public schools typically have tighter budgets.

We're gifting games away. Any team that gives goals away like we did is going to struggle. Defensively we were naive, it was frightening at times, to be honest.