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Feature Articles

Call Centers Seeing Results by Utilizing Data to Make Good Hires
By comparing some of your soft skills scores to customer satisfaction scores, you can identify the most impactful soft skills to customer satisfaction.
Call Center Leader Notches Another Win
Results of its financial analysis show that inContact has achieved record highs regarding its growth and that overall, as Paul Jarman, the CEO of inContact, puts it, his company had an "outstanding year."
Travel Leader, Call Center Leader Join Forces
A new customer was looking for a single cloud system to connect multiple business units with a flexible but unified system to accommodate growing operations. inContact got the call.
Moving Your Hosted Call Center Just Got Easier
A new partnership between inContact and Black Box Systems makes sense.
Control Your Workforce, Control Your Profits
Expenses and costs have a way of silently creeping out of control until you find yourself over budget and sinking fast. It's not a great situation to find yourself in.
Hosted Centers Succeed When Clients Feel Appreciated
Businesses can bring proactive customer service to their consumers, raising the customer experience and ultimately building repeat buyers.
Staffing Call Center Gets Boost from inContact
A staffing company in need of a flexible platform for an expanding division chose inContact's cloud solution for its new 350-agent contact center.
inContact Aids Call Center With Unique Workers
Direct Interactions, a company that delivers customer interaction solutions utilizing staff that work from home, has chosen to partner with cloud contact center software leader inContact.
Tax Incentives Eyed in Philippines' Contact Center Biz
In the Philippines, there's a movement taking shape to do away with a current "income tax holiday" on call center business. It's not going over well.
Trade Group To Roll Out Spring Tour for Call Center Leaders
CCNG has just announced upcoming March and April Customer Experience and Engagement regional events sponsored by CCNG members.
Philippines Expected to Host 700,000+ Call Center Workers
A new report says the Philippines eclipsed India as the call center capital of the world last year, and would maintain its growth guidance until 2016.
A Good 'Host' Provides Multiple Touch-points for Callers
Live chat is just one more way you can interact with customers and leave them feeling satisfied.
Call Centers Do Better When Talking, Not Reading
It makes sense to give your call center personnel the freedom to go "off script' when needed, to assure a good customer service experience and make the customer feel valued.
Customer Service Trends ID'd for the New Year
Whether talking about retailers or call centers, companies all over the world are starting to see just how important it is to improve customer service ratings.
New inContact Partnership Expected to Reap Benefits
inContact, a well-recognized leader in the cloud contact center solutions space, just announced it has formed a partnership with Outbox, a company that provides cloud solutions for the global enterprise.
Hosted Call Centers Eye Better Measurements
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
inContact Notches Another Win with New 'inContact Center'
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
Staff Up Your Hosted Call Center for Higher Customer Satisfaction
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
Are Your Hosted Call Center Agents Up To Speed on Healthcare Changes?
A new survey shows that those answering phones at healthcare contact centers need more education to better answer callers' questions.
Hosted Call Centers Need to Acknowledge Other Possible Channels
Social media has firmly cemented its place in society. Now call centers need to get on board as well, so that those using it have another way to reach out for help.
More and More, Hosted Call Centers are US Based
With a changing economy and the demand for better customer service, more companies are starting to move their call centers back to US soil.
inContact Helps Client with More Than 2,000 Call Per Day
inContact's many call center offerings are being used to help Colorado-based MINDBODY expand its business and keep customers coming back for more.
Hosted Call Center Workers Feeling the Pressure
An online story recently addressed the demands that are placed on call center workers and how those demands can have very real physical and emotional tolls on those workers.
Finding Says APAC Call Centers Trying Hard to Please Customers
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.
HHS Call Center Gets Through First Week of ACA Relaunch
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.
Holidays Shine Brighter With Happy Customers
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.
Call Center Leader inContact Hosts Strong 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.
Early Christmas: Sprint to Open New Customer Center
Despite recent layoffs, Sprint also had some good news when it said it would open a new call center.
Hosted Call Center Closing, but Some Workers May Get Reprieve
The Sykes Inc. call center in Sydney, Australia is shutting down, but some workers might get picked up to work remotely with Bell Canada at another location.
Contact Center Staffers' Engagement Matters to the Bottom Line
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."
Got Your 'Mojo'? inContact Says Yes
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
Even Hosted Call Centers Have to Change With the Times
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.
Cloud Platform by inContact Utilized by Financial Services Firm
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.
Host With the Most: Start with the Best Contact Center Partner for Your Needs
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
Study says India's Loss is Philippines' Gain
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.
Safety Biz Leader Aligns with inContact Cloud Platform
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
Hosted Call Centers Getting Better: Survey
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.
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.
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.
Call Center Hosting Easier via the Cloud
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.
inContact's new ECHO Solution Gaining Wider Acceptance
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
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.
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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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