October 13, 2014 India has recently experienced an exodus of Business Process Outsourcing (BPO) companies from its shores, and most of these businesses have set up operations in the Philippines. A new report by the Associated Chambers of Commerce and Industry of India (Assocham) has shown that India is likely to lose $30 billion in foreign
The Philippines Is Gaining Contact Centers That India Is Losing Read More »
October 9, 2014 A global leader in safety products and services announced that it has selected inContact’s award-winning cloud contact center platform for its own use. Previously, the company (which declined to be named, in accordance with inContact’s company protocols) reported that it consistently faced service downtime and system limitations due to its older on-premises system. Owing
Safety Industry Leader Chooses Cloud-Based Contact Center Platform Read More »
October 7, 2014 When it comes to contact centers, a new report indicates that about 60 percent of consumers said they have seen an improvement in service since 2013. Yet despite these improvements, there are a couple of areas that still need attention, including concerns and frustrations such as incompetent and inarticulate
Survey: Even Outsourced Centers Are Improving Read More »
October 3, 2014 By , TMCnet Contributor Every 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 the top priority, there is another, more subtle goal: to build customer loyalty and ensure that the customer keeps coming back. While
Be Proactive in Building Valuable Customer Loyalty Read More »
October 3, 2014 Many companies today find it challenging to handle incoming customer communications. The nature of business today means that customers are reaching out to a company through multiple channels—the telephone, the website, email, SMS, mobile apps, in person, and more. These customers expect quick resolution and a personalized customer support experience
Tips for Selecting an Outbound Contact Center Service Provider Read More »
September 26, 2014 The cloud is an attractive option for the contact center market, as it allows companies to expand their horizons without investing the necessary funds to support a physical facility. Virtual agents can become a reality, and scaling to accommodate even complex programs is an easy transition when the platform isn’t hosted
Cloud Technology Facilitates Outsourcing in Contact Centers Read More »
inContact, a provider of cloud-based contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
inContact’s Customer Survey Solution to Benefit a Utility Company Read More »
inContact, a provider of cloud-based contact center software and contact center agent optimization tools, announced that it has migrated the on-premises operations of a provider of residential and commercial services to the cloud.
Even Outsourced Centers Can Move to the Cloud Read More »
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.
Call Center Fraud Can Be Prevented Using Biometrics Read More »
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those seeking to prevent fraudulent banking activity.
Even Outsourced Call Centers Can Provide Valuable Data Read More »