Healthcare Call Center Primed for Growth
Facing an immediate need to support up to 700 agents, a growing care-management company is expected to implement and leverage inContact's flexible Cloud Contact Center Platform.
To Make the Call Center Better, Work at It
Communication is an integral part of the patient care continuum, and patients need to be alerted regularly.
Hosted Call Centers: Still Valued and Valuable
Companies are looking to text, Web self-service, instant messaging and just about any other method they can find to deliver a better customer experience. They'd be better off sticking to the phone.
There Are Three Steps to Proper Staffing
Passive job seekers need to be attracted, and social media can play a big role in helping draw them.
Call Centers: Their Own Worst Enemies?
Look closely at contact center issues and you'll see all of them are interconnected. Addressing them requires a holistic approach.
Working in the Cloud Pays Off
InContact, a pioneer in the cloud contact center industry, consistently strives to go above and beyond what premise-based leaders have delivered for years.
What if You Could TEXT a Call Center?
A new app will use artificial intelligence along with machine-learning, so businesses can automate more of their customer service.
More Call Centers Primed for Expansion: Study
Brazil, which accounts for almost half of the total revenues in the Latin American contact center systems market, is in the midst of an economic and political change.
Survey Says Contact Centers Need Help This Year
As if high employee turnover and disgruntled customers weren't enough, a new study finds that call centers are facing new challenges as the New Year rolls out.
'Hosting' Takes on a Bigger Role
The agent should know exactly where they are in their journey, what their query is and why it hasn't been solved yet.
Do You Know Your Contact Center 'Numbers'?
It's incumbent upon the call center leader to choose the best calibration method for their company.
Can You Hear Me Now? Indeed.
Empirix will soon be monitoring the voice connection quality of inContact's Voice as a Service (VaaS) offering. This comprehensive monitoring will include detailed reporting of the mean opinion score (MOS) to inContact and its customers.
Hosted Call Centers Brace for Year of Growth
Intensifying competition among pure-play cloud providers for mindshare will make for an interesting year for contact centers.
Facilities Expert Aligns Itself with Another Pro
A major facility expert and materials handler has chosen to adopt inContact's unified cloud platform for all its contact center needs.
Columbia Sportswear Leads in More than Just Clothing
With the Christmas holiday shopping season in full swing, retailers are seeing a crushing load of calls to their contact centers.
Answering the Call: The New Marketers
The call center and customer service have never fallen under the marketing umbrella, but as more and more companies realize the impact that it can have on their brand, that's starting to change.
Options Abound for New inContact Customer
A new customer has selected the inContact Agent for Salesforce to integrate with their existing Salesforce CRM.
Report: Even Hosted Call Centers Could Use Some Focus
Poor service in a large contact center can have a huge financial impact on the bottom line.
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.