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Feature Articles

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.
Cloud-Based WFM Tools Prove Their Worth
Integrating WFM with their existing cloud contact center core from inContact will provide one BPO the data-enabled tools they need.
Contact Centers Just Got 'Smarter'
SmartAction and inContact will show how the social channel is starting to make more inroads into the contact center space.
The Bottom Line: Higher Pay Yields Higher Results
One call center vet says better-paid workers can actually help increase company profits.
Heat Hits Hosted Call Centers; Customers Generally Unhappy
According to just-released research, customers tend to be already frustrated by the time they call a contact center.
Your Best Agents Are Your Best Ambassadors
Every contact center has them: high achievers who are perfectly aligned with their work and show it in their performance.
Cloud Offering Leads City to go With inContact
Cloud contact center software leader inContact has added another feather to its cap with word of a contract award by a major metropolitan city that has selected inContact for its call center needs.
What Do Callers Hear When They Call You?
One thing most people give very little thought to is the recorded voice on the other end when they call a company. But the company would be wise to monitor it carefully.
Ready For Prime Time? Contact Centers Hope So.
Nominating ballots are now open for those who shine in the call center industry.
The New Normal: Hosting in the Cloud
A global leader of cloud business software announced that it has selected inContact's cloud contact center platform for its own call center needs.
Expert: Callers Simply Want Fast Answers
Studies show that putting customers on hold is what really drops customer satisfaction scores, which may mean your journey is already behind schedule in the first 60 seconds of the trip.
Cloud 101 for Schools: Using it to Their Advantage
College contact centers are usually small groups staffed by representatives with a wide range of tasks and responsibilities in addition to answering the phone. Utilizing the cloud can help.
Call Centers Ready for Latest Upgrade
With its latest release, inContact is building on its framework and support of contact centers as the vital link for managing the customer journey.
Blog: Call Centers See Analysis as a Plus
A good experience not only enhances the customer's impression, but they're more likely than not willing to share that story with friends as well.
Opinion: Contact Centers Need to Embrace Analytics
Call center analytics are going to be the next big thing. And just in time, it would seem.
Be a Good 'Host': Treat Callers With Respect
Customer retention is always a challenge. Help yourself by empowering your call center workers.
Call Centers Can Grow by More Diligent Reporting
A new report notes that for around half of those surveyed, getting enhanced reporting tools in the contact center was a "top goal" for 2015.
Training Takes on New Importance in Call Center
If intensive training on products, services and quality customer care are not part of the onboarding process, the call center (and the company it supports) could be losing business.
Two Great Minds Think (and Work) Alike
An old saying reminds us that a chain is only as strong as its weakest link, but the converse also works; Strong links make for a strong chain.
Tele-Patients Get Help They Need with New Options
An international health services company selected inContact to support its 200-agent workforce for both inbound and outbound customer service across multiple contact center locations.
New Workers Respond Better to Positive Reinforcement
How do you train your new people without turning them off to the very job you've hired them for?
Hosting is Better in the Cloud
The inContact cloud contact center solution offers an adaptable, easily scalable solution plus full multi-channel capabilities.
Call Center Cloud-Bound Thanks to inContact
A business needed a contact center solution that can adapt as they win new clients and quickly add new campaigns. inContact got the nod.
By The Numbers: Contact Center Analytics Paying Off
One of the biggest benefits to hit call centers in recent years is the advent of analytics.
High Hopes: Survey Shows Callers Would Like to Speak With One Agent
A new survey shows two-thirds of those asked would expect to be able to call the same company representative they worked with previously on an order or service issue.
Hosted Call Centers Need to Add 'Social' Capabilities
Customers have found their voice on social, and now that voice is growing louder and more powerful.
Analytics Playing Bigger Role in Contact Center Success
Many contact centers have various monitoring forms based off of different lines of business, different customer interaction channels and different objectives. Use whatever works best for you.
Survey: Consumers Have Raised the bar in Call Center Expectations
A major goal of a recent study was to gauge consumer desire for personalized and omni-channel experiences when interacting with service representatives. They found what they were looking for.
inContact Kicks Back with Vacation-Planning Giant
Vacation Roost, which bills themselves as "Destination Experts", has just signed on with call center leader inContact to manage their call center operations.
Contact Centers Growing Thanks to Trade Group
CCNG provides a great forum for real-world conversations about contact center challenges and best practices. As such, current members are joining for another year.
Call Center Pins Hopes on New Cloud Solution
inContact's new 'Personal Connection' offering eliminates the tell-tale pause of an outbound call, which causes many customers to hang up before the message can even begin.
Hosted Contact Centers Need to Offer More Choices: Survey
As technology has raced forward, so have the choices that customers now expect from a call center. Those that don't might find themselves left behind.
Finding: Hosted Call Centers Need to Make a Switch
Some 60 percent of call center operators are expanding their operations this year. The focus will be on digital.
Hosted Call Centers Brace for Upcoming Changes
'For contact centers, the message is clear: incorporate digital channels into your overall engagement strategy, or face extinction', a new report says.
Is Your IVR System Doing More Harm Than Good?
In the call center world, customer satisfaction is about the most important thing that exists these days. Yet not everyone has gotten the memo.
Keep the Customer Satisfied? Sometimes
When it comes to finding a way to improve call center customer satisfaction, there are a number of ways people have tried to reach the magic number.
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Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.

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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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