Contact Center Outsourcing

The U.S. call center industry, after taking years of hits when the recession first began in 2008, seems to be looking brighter as of late. Many companies that were laying people off are now taking on call center agents in large numbers.

The best headset is the one that lets call center reps answer calls. But there’s more that goes into the right choice of a call center rep’s headgear.

It’s not uncommon for a company to employ IVR technology to streamline common interactions or to launch a survey. If a consumer can easily answer a few questions before they end a call, you may be more likely to capture the actual voice.

The ‘employee engagement funnel’ may sound like some sort of human resources torture device, but in reality it’s the metaphorical process that companies must urge employees through to attain high employee engagement.

A consumer protection service company has tapped inContact’s cloud contact center software to meet its needs as it expands.

For smart companies, the place where employee engagement meets customer engagement and advocacy is through ‘employee advocacy.’

A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.

It’s no surprise the call center is viewed as a cost center, stressing even the most experienced of leaders. But call center services that capture operational data can quickly link that to agent performance and demonstrate their value.

A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.

Research tells us that most American employees are disengaged from their jobs, and this is a big problem. Engaged employees are far more productive and innovative, and are needed to grow a company successfully.