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APAC Call Centers Easing Off Technology for a Better 'Customer Experience'
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
11/21/2014

Government Call Center Easily Manages ACA Inquiries
The Department of Health and Human Services said that more than one million people had visited healthcare.gov as of November 17 and its call center handled more than 200,000 calls over the weekend.
11/20/2014

Positive Customer Experience Starts with 'Hello'
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
11/13/2014

Dialing for Dollars? inContact Posts Strong Numbers for Q3
inContact just came out with its earnings report, and numbers were good thanks in part to the company's many solid offerings in the contact center space.
11/12/2014

Ups and Downs: Layoffs, then Hiring for one Telecom Company
Two hundred new jobs are expected at a newly minted call center.
11/7/2014

Court Rules on Autodialer Under TCPA Rules
Companies that use a third-party Web-based platform to text customers or potential customers are not in violation of the Telephone Consumer Protection Act, or TCPA.
11/6/2014

Build Workers' Trust, and the Rest Will Follow
In the tech industry, buzzwords and "buzz-phrases" come and go almost daily. But one that's starting to show some strong staying power is the term "employee engagement."
10/31/2014

Dialing Up Success: inContact Names Award Winners
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
10/30/2014

As Technology Changes, So Must the Contact Center
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
10/23/2014

Dialer Software Part of New Package for Financial Call Center
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
10/23/2014

Dialing Up the Best Call Center Partner Makes Strong Business Sense
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
10/17/2014

Where are Indian Call Centers Going? The Philippines
A new study says India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home.
10/13/2014

New Customer To Benefit from inContact Cloud Center
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
10/10/2014

Contact Centers: Getting Better All the Time
When it comes to contact center customer service, a new report says about 60 percent of consumers reported they've seen an improvement in the service since 2013.
10/7/2014

Be Proactive in Building Valuable Customer Loyalty
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer's question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. "Keeping customers happy" doesn't have a simple recipe or checklist to follow.
10/3/2014

Tips for Selecting an Outbound Contact Center Services Provider
While outsourced outbound contact center services are a good option for many companies who wish to put their outbound campaigns in the hands of professionals, it's critical to examine the details. There are vast chasms of quality between different outsourced services providers. Before you look, know what you want.
10/3/2014

Cloud Aids Call Center Dialing
The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out.
9/26/2014

Feedback Boosted by inContact Solution
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
9/25/2014

inContact Demonstrates Cloud-Based Expertise
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
9/16/2014

Call Center Fraud a Rising Concern
A new report, "Preventing fraud in the call center: Use voice biometrics, phone printing," addresses the issue of call center fraud and the steps operators can take to mitigate this threat.
9/15/2014

Fraud Worries? Contact Center Data Can Help
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.
9/12/2014

Contact Center Hiring is on the Upswing
The U.S. call center industry, after taking years of hits when the recession first began in 2008, seems to be looking brighter as of late. Many companies that were laying people off are now taking on call center agents in large numbers.
9/9/2014

Proper Call Center Headsets Go a Long Way Toward Success
The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear.
9/4/2014

IVR Can Help Capture True Customer 'Voice'
It's not uncommon for a company to employ IVR technology to streamline common interactions or to launch a survey. If a consumer can easily answer a few questions before they end a call, you may be more likely to capture the actual voice.
9/3/2014

Calling All Employers: 'Engage' Your Workers
The 'employee engagement funnel' may sound like some sort of human resources torture device, but in reality it's the metaphorical process that companies must urge employees through to attain high employee engagement.
8/27/2014

Organization Dials Up inContact's Cloud
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
8/26/2014

Finding: Engaged Employees Pay Big Dividends
Many companies are striving to build their reputations online and in social media through customer advocacy programs that induce happy customers to act as unpaid "brand ambassadors in social media settings."
8/20/2014

Financial Firm Dials up inContact Help
A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.
8/19/2014

Performance Automation Helps Call Center Managers
It's no surprise the call center is viewed as a cost center, stressing even the most experienced of leaders. But call center services that capture operational data can quickly link that to agent performance and demonstrate their value.
8/13/2014

Contact Center Growth Continues WAY South
A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.
8/11/2014

Connected Call Center Workers Add to Bottom Line
Research tells us that most American employees are disengaged from their jobs, and this is a big problem. Engaged employees are far more productive and innovative, and are needed to grow a company successfully.
8/8/2014

Cloud Platform Serves inContact Clients Well
inContact, a provider of cloud contact center software and contact center agent optimization tools, recently announced that its cloud software platform had been selected by a leading e-commerce firm.
8/4/2014

ACA Queries Still Hitting Contact Centers
While the deadline for the Affordable Care Act (ACA) open enrollment period is long past, call centers, especially those in California, are still working the phone lines to help people who are waiting for their applications to be processed.
7/29/2014

The Contact Center in 2024
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
7/28/2014

Millennials can Bring a New View to the Call Center
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
7/22/2014

Help is on the way for Underperformers
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.
7/21/2014

New Technology Trends Boosting Call Center Effectiveness
One of the leading providers of contact center services around the world conducted a study on call center technology and which trends are most popular within the industry.
7/18/2014

inContact Raises Quality of Healthcare Provider
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.
7/16/2014

Social Media Key to Boosting Call Center Services
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.
7/10/2014

Findings Say Employees Prefer a Flexible Schedule
The typical 9-5 workday is seeing a transformation, thanks to technology and flexible shifts, and now lawmakers on both sides of the pond are taking it into consideration to favor more employee-friendly practices.
7/8/2014

Help Your Agents Hear Customers More Clearly
The headset is the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well.
7/2/2014

Insurers Seek Call Center Efficiency
Recent changes in laws regarding health insurance have made insurance companies more cognizant of the changing demands on their customer contact centers.
7/2/2014

Unlike Auto-Dialers, People Need Attention
There's a lot of talk about engaging customers these days, but engaging employees also tends to be a key component of business success.
6/26/2014

Social Media Crosses all Channels
In these days of multichannel marketing, omnichannel customer support and social media engagement, any isolation in the customer support process simply isn't cutting it.
6/24/2014

Offshoring Can Work, but it TAKES Work
Offshore call center outsourcing doesn't always fail to impress customers simply because the agents have accents or the idea violates their sense of patriotism. Too often, the venture fails simply because it's poorly managed.
6/19/2014

Personal Call Center Connections Rise with inContact
inContact, Inc., a provider of cloud contact center software and contact center agent optimization tools, has announced that its Personal Connection Outbound Solution has been selected by a leader in professional education and training.
6/18/2014

Webinar Will Aid Call Center Efforts
An ultimate goal today is to eliminate the common disconnection between workforce optimization and contact center infrastructure systems, a problem that plagues many, if not most, contact centers.
6/10/2014

Hearing Well Means Working Well
Many think noise-induced hearing loss is only a concern for those in nosy industries but this condition can also affect people that work in a call center. Many agents, in fact, have suffered work-related hearing loss.
6/9/2014

Brazil Call Centers Look Ahead to Better Times
Frost & Sullivan believes that Brazil's call center outsourcing market will bounce back after the initial hiccups of the past year.
6/4/2014

Need to Streamline? Cut Paper Use in the Call Center
The U.K.'s Call Centre Helper took a look at an elusive notion and offered up some advice on how to make the dream of a paperless call center a reality.
6/3/2014

Call Center Work Doesn't End When Customers Answer
The chances of selling to an existing customer are between 60 and 70 percent at any one time. Selling to a new customer happens between five and 20 percent of the time.
5/28/2014

When Dialing's Done, the Real Work Begins
Call center focus these days is on the integrated multi-channel customer service experience -- engaging customers in automated conversations across multiple interaction channels, an efficient customer-service experience.
5/27/2014

Dialing Satisfaction Keeps Customers Happy, Business Succesful
Since customers are at the heart of every successful business, maintaining and growing a customer base is vital, as is managing the interaction with it.
5/20/2014

Dialing Becomes Easier Once More Channels are Added
Many contact centers today claim to be "multichannel," but as with any complex business definition, the term means different things to different companies.
5/19/2014

Despite the Best Software, the Human Touch is Equally as Important
While conventional wisdom tells us that contact centers today need to be delighting customers at every turn, the reality is that most contact centers struggle to keep their heads above water.
5/15/2014

inContact Rolls out Call Center Enhancements
inContact, the leading provider of cloud contact center software and contact center agent optimization tools, recently debuted the first of its major platform enhancements for 2014.
5/14/2014

Outbound Dialing is Easier with the Cloud
In a recent blog post, Marina Antestenis, Senior Director of Demand Marketing for inContact, took a closer look at the cloud and how using it can benefit contact centers.
5/7/2014

Webinar: Efficiency Can Rise, If You Know How
As contact centers take on greater prominence in the business world, the number of challenges with running and managing such centers seems to rise exponentially. But it doesn't have to be a troubling way to do business.
5/6/2014

Reaching Your Customer is Only Half the Battle
A new report indicates that call center satisfaction dropped by about 10 percent in 2013. That should make anyone who is running a call center take a second look at the way their center is being operated.
5/6/2014

Reaching Out Sometimes Means More Than Dialing
If there's such a thing as a frontier in customer service, it's customer service by social media. Social customer service is still open to pioneers that are willing to put a lot of effort into carving a niche.
5/2/2014

Outbound Dialing Easier with inContact Updates
inContact, a provider of cloud contact center software and contact center agent optimization tools, announced that it has made enhancements to its all-in-one cloud suite.
4/30/2014

inContact Notches Another Win
The need to have innovative technology and a commitment to outstanding service is necessary in today's contact centers. Hence, one of the world's largest organizations of business professionals has selected inContact for that need.
4/21/2014

Making a Better Connection with CRM
Modern call centers invest heavily in computer-telephone integration technology and applications that help agents have control on a variety of phone functions and deliver highly efficient, call center-based CRM solutions.
4/16/2014

Calling, Sure: But Customers Prefer Web Chat, Study Shows
A new study by HeyWire Business that said more than 52 percent of respondents said they would be likely to text with a customer service agent.
4/14/2014

inContact Strengthens Business Ties with CCNG Alliance
The CCNG (Call Center Network Group), a contact center professional peer network, recently announced the return of its partner inContact, an organization that develops software solutions for call centers.
4/10/2014

Software Helps, but People Matter as Well in the Call Center
Every business should think about how their customers reach them, and whether formalizing customer service into a contact center application makes sense.
4/9/2014

Creating an Unforgettable Customer Experience
Just as customers can use all of these new technologies to make or break companies, said companies can use different channels to maintain customer satisfaction.
4/4/2014

Reasons to Monitor and Motivate Contact Center Agents for the Long Haul
Customer satisfaction is key to a business' success, and that is why it is important for companies to stay on top of their business CRM practices and focus their centers on customer happiness.
4/4/2014

Ways and Means to Improve CRM in the Call Center
To achieve the highest levels of customer satisfaction, it is important for every company to have good CRM practices, which are more important for call center industries than for any other industry.
3/28/2014

inContact Cloud Solution Helps a Financial Services Company Cash In
A financial service company will now be closer to its service and efficiency objectives in the U.S. and internationally by leveraging the features of the inContact cloud solution.
3/28/2014

Employees Are the Secret to Successful Call Centers
One of the most important secrets to running a successful call center is the motivation levels of employees. They are the pillars of the business as their performance determines the overall quality of service offered.
3/26/2014

New York Says Its Call Centers Are Ready for ACA Deadline
In New York state, the end of signups for Obamacare is expected to pass without incident, despite increased call volumes at the state's healthcare exchange call centers.
3/24/2014

Put Your Tech Dollars Where They'll Improve the Customer Experience
Many contact centers today may be finding that their customer satisfaction is backsliding, for a number of reasons. But if customer satisfaction is on the decline, any company worth its salt will take steps to remedy the situation.
3/18/2014

Large Insurance Provider Selects inContact for Call Center Solution
A large insurance provider has selected inContact, a provider of cloud contact center software and contact center agent optimization tools, to replace its legacy software with a cloud solution that will support high-quality customer experiences.
3/17/2014

StarTek Adopts AT&T Cloud to Improve Services
Cloud technology is giving organizations the ability to improve the way they operate by providing them with the infrastructure, platform and service which previously was only available to large enterprises.
3/17/2014

Utah Becoming a Haven for Call Centers
Tulsa, OK, has built itself up over the last 20 years as a place where call centers come to set up shop because the business community is friendly to them.
3/17/2014

Big Changes in TeleSales Needed to Keep Service Alive, in Demand
After taking a look at industry standards, the next big trend for 2014 is a reorganization of the telesales process. It's set to see some of the most dramatic changes over the next few months.
3/17/2014

Save More Money Using Intelligent Agents to Train Your People
The creation of virtual agents for the contact center is one of those ideas that just might be crazy enough to work. The ability to get a result quickly may be more important than having a nice chat with Customer Service Rep Joe.
3/12/2014

Gamification in the Call Center Can Mean Victory for Employees, Employers
Gamification is a big deal when it comes to learning and working; it provides an outlet for call center employees to work together while promoting a healthy work environment.
3/11/2014

Call Centers Handling Obamacare Enrollment Winding Down
The healthcare initiative, which relied heavily on call centers to provide consumers with valuable information about Obamacare, is winding down, and many of the centers are shutting down or severely cutting their workforce.
3/11/2014

inContact Lauded for Customer-Oriented Solutions
inContact has received a 2014 Customer Service leader Award for contact center infrastructure, a fitting culmination to the company's efforts to "up" services for its customers with innovative product launches and bold initiatives.
3/11/2014

OpenTech Alliance Aims to Boost Self-Storage Client Services to the Next Generation
OpenTech Alliance Inc. has announced a new consultancy relationship with Carol Krendl, the current CEO of SkilCheck Services Inc., which is an employee-evaluation firm specializing in self-storage service employees.
3/10/2014

It's Time to Listen to Call Center Customers
If you work in the call center industry, you hear your customers all the time. But do you ever actually listen to them? It might sound like semantics, but there is a real skill - and value to be gained - in actually listening to what your customers are saying.
3/6/2014

Will StarTek's Gamble of a Second Call Center in Honduras Pay Off?
Not content to rest on the laurels of success with its previous call centers in Latin and Central America, StarTek, a major BPO player, has been strategizing to further expand its near-shore footprint.
3/4/2014

Canadian Call Center in Danger of April Shutdown
Call centers downsizing really is nothing new; the market and the need for employees tends to fluctuate from one year or even from one month to the next, as employees at a center in Charlottetown, Canada recently discovered.
3/4/2014

Washington State Health Care Exchange Call Center Seeing Long Wait Times
Despite the fact that the Washington State call center has hired additional operators in anticipation of increased contact loads, callers are running into wait times three times as long as when the healthcare exchange first opened.
3/4/2014

Think Smarter: Use UC to Address Every Customer Touchpoint at Call Centers
A survey conducted by Dimension Data found electronic messaging and smartphone applications are the preferred method of contact, with the telephone being the third most popular choice by Generation Y.
3/3/2014

Contact Center Vendors: Perk Up -- It's Not the End of the World
The contact center market has apparently reached a state of equilibrium from where it can no longer grow. It's natural for vendors to feel shaky, but new research shows a matured market is only a sign of "redirected opportunities."
3/3/2014

Florida Call Center Cutting Staff Due to Lower ACA Contacts
General Dynamics is one company struggling with the looming deadline of signups for the Affordable Care Act that it has decided to cut its staff at its Lynn Haven, Fla., call center.
3/3/2014

Serco: Show Customers That 'You Care'
A new whitepaper by international service company Serco observes that customer service is not just about call resolution and volume handling; it's something that stems from within - attitude.
2/28/2014

How to Use Call Center Services to Create a Happy Customer
The happy customer is one who doesn't contact the company very often, is more likely to make additional purchases and tell their friends why your brand is better than others.
2/27/2014

Why Spend So Much Getting Customers to Call, Only to Put Them On Hold?
An uncomfortable study commissioned last year by text-message service TalkTo concluded that the average American spends about 13 hours on hold each year.
2/25/2014

ClearView, SpiceCSM and inContact Enhance Visibility and Business Intelligence
SpiceCSM and ClearView will be initiating a three-way integration with each other and with inContact, the companies have announced.
2/24/2014

Need to Raise Your Call Center Quality? Be Cloud-Bound
Call center customers are on edge from the get-go, and just about anything can raise their stress level even higher; even something as benign as "too many" rings before the call is answered.
2/21/2014

Verizon Ends Over 1,000 Jobs in Pennsylvania Call Centers
Starting on May 8th, Verizon will be closing the doors to five of its customer-support call centers, which will affect the careers of around 5,200 employees.
2/19/2014

Combining Inside Sales, Customer and Technical Support into One Profitable Operation
While most companies are aware of the reasons they need contact centers - they are expected by customers, and without customers, companies can't survive - few companies are thrilled to run them.
2/19/2014

TCPA Changes Bring Continuing Robocall Consumer Protections and Accountability for Call Centers
Nowadays, those who engage in an unwanted telemarketing practices will be held accountable for their actions, and violators will be faced with steep penalties.
2/18/2014

Comcast to Keep TWC Call Center Jobs in New York
Lucky for the hundreds of Time Warner Cable call center staff in Western New York, Comcast will be keeping everyone in order to ensure its new customers continue to have access to the call center.
2/18/2014

Continental Message Solution Intros New Customer Service Translation Solution
Ohio-based Continental Message Solution, a provider of outsourced customer care and emergency call center services, has unveiled its new customer service translation solution.
2/18/2014

The Evolution of the Call Center May Bring it Home
There's a disturbing trend taking place in call centers this month: they're closing. But companies of more than 100 employees are required to give at least sixty days advance notice of impending layoffs.
2/12/2014

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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.