Contact Center Outsourcing

The U.S. call center industry, after suffering setbacks for years when the recession first began in 2008, seems to be looking up lately. Many companies that were laying off employees are now hiring call center agents in large numbers.

The best headset is the one that allows call center representatives to answer calls. But there’s more to choosing the right headset for a call center representative.

It’s not uncommon for a company to use IVR technology to streamline routine interactions or to conduct a survey. If a customer can easily answer a few questions before hanging up, you may be more likely to capture their actual voice.

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

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

For smart companies, ‘employee advocacy’ is where employee engagement intersects with customer engagement and advocacy.’

A financial services provider has replaced its legacy on-premises system by deploying the inContact cloud solution. The company will now use this solution to connect two contact center locations via a 100 percent cloud-based platform.

It's no surprise that call centers are viewed as cost centers, which can be stressful even for the most experienced leaders. But call center services that collect operational data can quickly link that data to agent performance and demonstrate their value.

A new report has found that the contact center market in Latin America generated revenue of $260.4 million in 2013.

Research shows that most American employees are disengaged from their jobs, and this is a major problem. Engaged employees are far more productive and innovative, and are essential to a company's successful growth.