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While many hosted call centers are simply maintaining the status quo with traditional equipment and old strategies, inContact's hosted call center solutions are helping hundreds of companies increase profitability across the globe. Welcome to the Hosted Call Center CommunityThis online community was created to give business owners the tools they need to successfully operate a hosted call center. As the world's leader in hosted call center services, we have amassed valuable resources that can help call centers run more profitably and take the pain out of daily operations. Our hope is that by exploring these resources and learning about our products, you will discover new ways to drive profit and improve the customer experience.
Feature ArticlesA Look at the Ebb and Flow of the Call Center Industry
The domestic economy takes a hit anytime jobs are sent to providers overseas or companies simply close their doors. This impact was significant within the call center services industry when companies decided their bottom line was better off if agents were hosted offshore. Thanks to technology innovations and the voice of the customer, those jobs are moving back to the U.S. But in some cases, consolidation is also on the rise. Need a Multichannel Contact Center? Learn From the Best
As businesses continue to realize the long-term benefits of a well-run contact center, they're making the decision to step up their game. Problem is, most don't know how to go about it properly and successfully. That's where inContact comes in. Foreign Speakers? BroadVoice Answers the Call
If you're running a call center and you've got incoming queries in numerous foreign languages, you run the real risk of alienating not only these callers, but also any others they might tell about the bad service they received. Jobs Trump Politics When it Comes to Contact Centers
Let's not be partisan. Jobs are an important consideration for any community, and sometimes they trump party politics. Trends in the Contact Center Space Include Social Media Growth
The use of social networks has taken an interesting path over the past several years. Not too long ago, teenagers were flocking to Facebook to stay connected with friends. As more and more businesses showed up and grandmothers launched new profiles, the younger sect decided it was time to make a shift and picked up the pace on Twitter. The Drawbacks of Third-Party Benchmarking Certain Call-Center Metrics
While contact centers today keep track of a lot of metrics and key performance indicators (KPIs), there is evidence they are not always tracking the right ones. Average handle time (AHT) used to be an important metric in the contact center: it measured how long a call took from start to finish. In recent years, however, many companies have dropped AHT as a yardstick because it does not indicate whether a call was completed successfully (unlike, for example, first-call resolution), and efforts to keep average handle time as short as possible may actually negatively affect call quality. Why the Customer Experience Matters
Do contact center agents really care about the customer experience? We like to think that they do considering we likely send them money for something, whether it's a product or a service agreement. For the center that truly cares about the experience of the customer, they invest in options that deliver on customer experience management - but what exactly does that mean? Will the Call Center of the Future Be Free of Humans?
Self-service applications have become necessary to call centers. Every call center has some element of it - an interactive voice response (IVR) that allows customers to direct their calls where they need to, or a way to check a balance - but given the costs of live service and the sophistication of self-service technology today, most contact centers want more of it. The Curse of Call Reluctance
With journalists it is that first interview of the day, and with sales or contact center reps it is that first outgoing call of the day. They say a blank page is scary for the writer, but the truth is that usually that first call of the day is hardest. What if the person being called is not there and you've spent time preparing? What if you are imposing? What if they are hostile or hang up quickly? Is It Time to Outsource Your Call Center?
If your business is booming in these lean times, good for you! To make sure that growth continues, you need to look at the base of all your lines of business and see where you can trim costs and keep budgets in check. One area to look at can be your call center, where you might be better served outsourcing your call center needs. Ford UK to Launch New Customer Program: BlueService
Recognizing the importance that quality customer service can have on sales, including the value of having a highly responsive customer call center, Ford Motor Company is launching a new service option in the U.K. that will enhance the options for Blue Oval customers with vehicles of any age and mileage. Clearing the Clouds: Webinar to Explain and 'Demystify' Cloud Computing
Are you in the cloud? Have you heard about the cloud? Isn't the cloud the greatest thing EVER?! U.S. Contact Centers Growing and Expanding
This week has been brisk for domestic contact center news, so we've pulled together a round-up of the latest openings, expansions and government grants in the U.S. contact center industry. inContact To Lead the Way on Customer Service Webinar
inContact, the leader in flexible cloud-based software, helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition and brand loyalty. GreatCall Plans to Open a New Call Center
GreatCall is opening a new call center, to be located in Reno, Nevada. The San Diego-based company, which provides the Jitterbug cell phone service, will use this new center to help handle the growing demand from its customers. More Articles
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Popular ArticlesResourcesVisit our call center industry resource library and learn how to optimize your contact center for maximum profitability. Find these resources and more at incontact.com LEARN MORE
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Featured Resource3-Minute inContact Tour
Transform your customer care. Watch our product and company overview. Featured Whitepapers2013 Executive Priorities Report
Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities. 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. 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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