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Feature Articles

Moving to the Cloud? Why Not?
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.
Biometrics Rise in Importance in the Call Center
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.
Hosted Call Centers are a Trove of Important Data
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.
Hiring is Up, but at What Cost?
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.
Hosted Call Centers Work Better With Happy Staff
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.
Hosted Call Centers Can Benefit from IVR, Too
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.
Call Centers Need 'Engaged' Employees
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.
inContact's Cloud Offering Put to Use Helping Consumer Protection
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
Are You an Advocate for Your Employees?
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."
inContact's Cloud Solution Set To Connect Contact Centers
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.
How to Measure Agent Performance
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.
Latin America Sees Potential Call Center Growth
A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.
Engage Your Contact Center Workers for Best Results
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.
inContact Hosts Call center in the Cloud
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.
Affordable Care Questions Still Vex 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.
Hosted Contact Centers Anticipate Gains in Next 10 Years
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
Say 'Hello' To Your New Hosts: Millennials
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.
Keep Call Center Staffers at the Top of Their Game
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.
Tech Trends Boosting Call Centers
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.
inContacts Boosts One Call Center's Health
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.
Hosted Call Centers Helped by Social Media
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.
Call Centers Work Better When Workers are Motivated
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.
Better Headsets Equal Better Results
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.
Hosted Contact Center Solutions Help Organizations Meet Customer Expectations
While many companies haven't changed the way they offer customer service in years or even decades, customers themselves are ever-changing. This presents a problem for many companies, who are offering 1990s customer service to 2014 customers.
Call Center Fills Critical Insurer Need
Recent changes in laws regarding health insurance have made insurance companies more cognizant of the changing demands on their customer contact centers.
Incentives Go a Long Way Toward Keeping Workers Engaged
There's a lot of talk about engaging customers these days, but engaging employees also tends to be a key component of business success.
Is Your Call Center Reaching Everyone?
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.
Call Center Hosting Can Work Offshore as Well
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.
inContact 'Hosts' Personal Connections with Callers
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.
Call Center Performance Help is on the Way
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.
'Hearing' a New Issue for Call Center Workers
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.
Findings:Brazil's Hosted Call Centers Need to Step Up
Frost & Sullivan believes that Brazil's call center outsourcing market will bounce back after the initial hiccups of the past year.
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The Next Revolution: Cloud Computing

It's never been a better time to have your head in the clouds—cloud-based software, that is. In today's economy, everyone is looking to reduce costs and improve efficiencies.

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In the age of the customer, contact centers are always looking for new and better ways to ensure satisfaction with every interaction.

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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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