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Call Centers can Always Stand To Improve
Identifying the biggest drivers of calls provides insight that you can use to develop other solutions for managing the majority of those calls.
Hosted Call Centers to Benefit from Growth
Many enterprises have a number of contact centers to manage all their customer interactions, a new report noted, whether it's an in-house team or outsourced to third-party assistance.
Call centers Work Better When the Humans 'Think'
Those who work in or manage a call center are already well aware of the value of data. It's one of the current buzzwords of the year, and that buzz is only getting louder.
Industry Recognition can be Invaluable
Validation from outside sources is what makes others in the industry stand up and take notice.
Things 'Looking Up' for Call Centers
Global demand for cloud-based PBX and contact center solutions has created new opportunities for carriers.
Running a Hosted Call Center with Top-Quality Headsets
The consumerization of information technology and PC-based communications is expected to drive the use of consumer headsets in the enterprise setting.
Cloud Solution Aims to Help Ground-based Issues
A transport company will utilize inContact's complete solution, including network connectivity through a scalable cloud platform, to support its growing operations.
Analysis Playing Larger Role in Contact Centers
The use of data and the growing prominence it's enjoying in today's business setting is coming under closer scrutiny.
If You Owe a Student Loan, a Call May be Coming
Automatic texts or calls could hit hard the number of minutes or allowed texts an individual has in his phone plan, if a proposed bill becomes law.
Cost-Containment in the Call Center is Doable
Think the costs in your call center are the price of doing business? Think again.
Multi-, Omni-, and the Call Center
Organizations that are implementing an omnichannel strategy will experience a 3.4 percent increase (on average) in customer lifetime value.
The Right People for the Right Job
StatesideBPO supports a wide range of industries including energy, healthcare, pharmaceutical, retail, and high-technology companies.
'Hosts' with the Most: Contact Centers get Kudos
Stand-out organizations from a variety of industries including financial services, healthcare, education, retail, fashion and industrial manufacturing, were recognized recently for their call center contributions.
Hosted Call Centers Benefiting from the Cloud
New research reinforces the expanding popularity of the cloud as it relates to contact centers.
Cloud Contact Center Offering Grows Again
A major retailer has seen the light and is moving its call center operations to inContact's unified cloud platform, the company has said.
Hosted Call Centers Still Play a Valued Role
'I am willing to pay more for a product or service with a good customer service reputation,' customers said in a survey. Find out why.
Hosted Call Centers Cloud-Bound
The newest cloud contact center version from inContact made its debut this week, and it's a winner.
Call Center Research Shows Where Some Fall Short
A study shows there are gaps between what contact center customers want and what is actually delivered. But the good news is that, with a little thought, those goals are within reach.
InContact Showing Others How It's Done
A published report says 'Growth' is on the calendar for this year and others for inContact.
InContact Ready To Host Industry Bigs
InContact's three-day ICUC event will explore opportunities for cloud innovation at an unprecedented time of rapid change in the customer service arena.
Contact Center Recording Under Scrutiny
In addition to all the myriad rules and regulations about call centers today, there are few issues more complex than 'compliance.'
Is Your 'Host' Up to Today's Tasks?
Just because your agent is a champ at handling phone calls does not necessarily mean they are equally stellar when sending an email, or managing a chat.
New Agent Contact Tool To Better Aid Customer Satisfaction
InContact has rolled out the new version of the "inContact Agent for Salesforce" on the Salesforce AppExchange.
Hosted Call Centers Primed for Change
Offering opportunities to move up in ranks beyond the contact center hierarchy will be crucial to stop valuable agents from leaving.
Every Contact Center Should Offer Security Assurances
Extensive work with an external audit and compliance firm, followed by a comprehensive examination process, allowed inContact to achieve new compliance certification.
Hosted BPO Sees the 'Light of the Cloud'
InContact has announced that a fast-moving BPO firm has selected its complete cloud platform for greater efficiency and expedited growth.
Even Hosted Call Centers Will Feel the Impact of IoT
Like anything else in technology, buzzwords and buzz-phrases come and go with surprising regularity. The current one is IoT, which is going to be huge in the contact center.
What the Customer 'Says' Has Real Value
Speech Analytics is more of an art than science and takes time to optimize and analyze reports.
New Customer Cites Many Options for Choosing inContact
The customer selected a customized suite of Workforce Optimization (WFO) solutions designed to boost agent productivity and overall operational efficiency.
Ovum's 'Decision Matrix' Report Highlights Cloud Contact Center Provider
Ovum gave inContact top scores in the categories of Market Impact, Execution and Technology Assessment.
Canada Could Capitalize on Nearshoring Trend in Coming Years
While Atlantic City can certainly attest that the United States call centers are starting to look at staying at home rather than reshoring, Canada is taking a new angle when it comes to seeking a low-cost location. Canada considers itself a near-shore option when it comes to American companies that are looking to be located somewhere other than the United States.
InContact in Focus with New Chief Strategy Officer
It's been said that you can't know where you're going if you don't know where you've been. And for inContact, the leading provider of cloud contact center software and contact center agent optimization tools, they've been someplace interesting: the forefront of the contact center industry.
Does Your Hosted Call Center Really 'Host' Your Customers?
Your contact center is the place where the company gains an understanding of the persona of your most valuable stakeholder; your customer.
Philippines' Edge Slipping as Contact Center Leader
While the Philippines may still be the king of the hill when it comes to call center outsourcing, a new report by Frost & Sullivan indicates there are some other markets that are growing quickly enough to be real competitors.
Is Your Contact Center Running at Full Capacity?
In call centers, whether they choose to handle inbound phone and video support or just complete outbound marketing agendas, there is something for every business that wants to optimize their operations.
Hidden Contact Center Profits? They're There
A new study shows call center manager where the profits lie, and how to get at them.
Industry Conference Aims to Help Contact Center Staffers
This year's ICUC event will focus on the most important topics, trends and challenges of the contact center industry, with a view toward helping attendees improve their customers' journeys.
Study Finds Expanding Influence of Customer Experience
New research says CIOs will have to work more closely with business partners to integrate a proliferation of customer engagement channels and disparate IT systems.
Why Are These Two Alike?
You wouldn't think your average call center could be like a sports team. You'd be wrong.
Contact Centers Don't Need to be Impersonal
When customers call with a problem or complaint, that's the time that your contact center people earn their pay.
Contact Centers Find New Value in Various Data
Agents need to be sure they understand the complete customer journey to uncover the root cause of issues and determine how to best resolve them.
Civilian Call Centers Best the Feds, Again: Research
According to data, citizen satisfaction with government contact centers improved from 2014. But the private sector was still doing better.
Hosted Call Centers Embracing Social Media
With folks no longer just content to pick up a phone and wade through a menu of options, many customers are now actively seeking out a better way to reach out.
New Software Help for Contact Centers
Workforce Management Software helps bring unwieldy jobs under control.
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Featured Resources
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The Next Revolution: Cloud Computing

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2013 Executive Priorities Report

Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.

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2012 North American Cloud Contact Center Solutions Company of the Year Award

Frost & Sullivan has over fifty years of experience as a global research organization.

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Choosing the Right Cloud Contact Center Solution

Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.

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