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Feature Articles

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.
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.
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Featured Resources
inContact Dialer

The inContact Dialer combines state-of-the art inbound contact handling with full-featured campaign-based outbound dialing to maximize agent productivity.

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inContact Blended Media (Multi-Channel Routing)

Put your Customer First: Let them contact you in a way that is convenient for them by transforming your call center into a true multi-channel contact center.

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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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Personal Connection Outbound Solution

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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3-Minute inContact Tour

Transform your customer care. Watch our product and company overview.

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Featured Whitepapers
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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