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Call Center Business Under Fire in the Philippines
A recent report noted that some 94 percent of the Philippines call center industry is with American companies, who outsource their business to the island nation. That may soon change.
1/30/2015

Need help? Call Center Leaders at the Ready
CCNG has just announced upcoming March and April Customer Experience and Engagement regional events sponsored by CCNG members.
1/29/2015

Busy Signal: Central America Eyed for Call Centers
Research shows the region is ripe and ready to start answering the call. Which major company will make the first move?
1/23/2015

Dialing for People: Philippine Call Centers Expanding
The Call Center Association of the Philippines [CCAP], which groups more than 100 call center companies, said revenues were expected to grow 15.4 percent in 2015 to $13.5 billion from about $11.7 billion in 2014.
1/22/2015

When You Finally Get Through, Ditch the Script
Surveys show that customers can always tell when the operator is reading off a script, and they rightfully resent it.
1/16/2015

When Your Dialer is Answered, What's Next?
One of the easiest ways to help align your behavioral scoring is to create clear definitions of each behavior and definitive definitions of each scoring element.
1/14/2015

Contact Center Workers Know How to 'Make the Connection'
In spite of what some might believe, there are a number of positive aspects to working in a call center. One is the skills you take when you leave.
1/9/2015

Call Centers Taking Deeper Look at What They Measure
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
1/7/2015

inContact Plans Upward Move in 2015
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
12/23/2014

Be Proactive; Hire Virtual Operators to Relieve Call Center Stress
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
12/18/2014

Dialing for Healthcare Help? The Agent Might Not Know it All
A new survey shows that those answering phones at healthcare contact centers need more education to better answer callers' questions.
12/16/2014

There's More to a Call Center Than Just 'Calls'
Social media has firmly cemented its place in society. Now call centers need to get on board as well, so that those using it have another way to reach out for help.
12/11/2014

Call Center Software Helps: Happier Workers Helps More
A new published report backs up the idea that remote call center agents can be a strong asset to any company if given the chance.
12/10/2014

When is a Dialer Not a Dialer?
The Telephone Consumer Protection Act (TCPA) prohibits making any autodialed call or text message to cell phones without the called party's prior express consent.
12/5/2014

ACD, IVR Offerings with inContact a New Customer
The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions.
12/5/2014

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FEATURED CASE STUDIES

Dialer Software - FRONTLINE CALL CENTER

FRONTLINE CALL CENTER
If you're looking for proof that not all on-demand call center technology is created equal, consider the experience of outsourced customer support service Frontline Call Center.

Dialer Software - NEW TALK

NEW TALK
As a leading pre-paid landline telephone service provider, New Talk provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone.

FEATURED DATASHEETS

Dialer Software inContact Dialer

inContact Dialer
The inContact Dialer combines state-of-the art inbound contact handling with full-featured campaign-based outbound dialing to maximize agent productivity.

Dialer Software inContact Platform 2.0

inContact Platform 2.0
Our award-winning call center software platform improves agent performance, reduces operational expenditure and increases profitability.

FEATURED WHITEPAPERS

Dialer Software - Improving Collections: Efforts with Innovative Cloud Contact Center Technology

Improving Collections: Efforts with Innovative Cloud Contact Center Technology
Technology has helped improve outbound calling's collections efforts over the years, but at the same time a great deal of complexity has impacted the collections process.

Dialer Software - Outbound Calling: Superior Productivity & Customer Experience Unite Creating

Outbound Calling: Superior Productivity & Customer Experience Unite Creating
Today there's an unstoppable trend in motion. It's a shift of power from companies to customers. And it's accelerating. Technology may be the greatest enabler of this shift. Like Moore's Law, the shift is exponential.

Dialer Software Being Proactive and Generating Results

Being Proactive and Generating Results
Customers share a great deal about themselves through their interactions with companies. Whether they show interest in a product on a company's website or ask for help with a problem they may be encountering during checkout, such cross-channel interactions provide a goldmine of data.

Dialer Software Don't Let Outdated Telephony
Hardware Slow You Down

Don't Let Outdated Telephony Hardware Slow You Down
While contact center leaders are proficient in managing the complexities of agent-based centers in order to provide excellent customer support, the world of telecommunications, telephony hardware, and long distance service providers can be foreign, confusing and distracting.

FEATURED eBOOKS

The Next Revolution: Cloud Computing

The Next Revolution: Cloud Computing
It's never been a better time to have your head in the clouds-cloud-based software, that is. Call centers throughout the nation are increasingly turning to cloudbased call center solutions.