Contact Center Outsourcing

December 29, 2015 One of the biggest buzzwords set to take the call center industry by storm in the New Year is ‘Quality Management.’ While many in the industry already consider themselves skilled at ensuring high quality, there are additional steps everyone can take to ensure that this is the case across the board.

December 22, 2015 It doesn’t matter how quickly an agent answers a customer call in a contact center. If the voice quality is less than stellar, an agitated customer will quickly become a disgruntled one. That might be one reason why inContact, a leader in cloud contact centers, has joined forces with Empirix (News – Alert) to

December 17, 2015 A recent report from research firm Frost & Sullivan (F&S) has shown that total revenue from hosted/cloud contact center solutions in North America has already surpassed revenue from on-premises products in terms of annual spending for this year. That’s good news for those in the cloud contact center space, but there is still

December 15, 2015 In the world of “materials handling,” time really is money. If you can’t get the requested products to an anxious customer in a timely manner, you’ve not only lost the sale but probably lost a customer for life, as well. That may be one reason why a leading facility expert and materials

December 10, 2015 With the Christmas holiday shopping season in full swing, retailers are seeing an overwhelming number of calls to their contact centers. Those who prepared for the onslaught will see the results once the shopping rush subsides. Those who didn’t prepare will pay the price. One company that recognized a need and addressed it

December 9, 2015 It’s widely accepted in the industry these days that call center agents can make or break a relationship with a customer. Customers usually call when they’re unhappy about something, and their conversation with the agent can either leave them feeling like they just spoke with someone who really cared, or feeling like

December 3, 2015 Energy sources other than the traditional fossil fuels are gaining renewed respect and new supporters around the world today. If we can harness the free energy of the wind and sun all around us, why wouldn’t we? So, taking that idea a step further, a major provider of alternative

Beware: Callers Becoming Defensive About Sales Tactics December 1, 2015 This past summer, the International Customer Management Institute (ICMI) and cloud call center innovator inContact surveyed call center leaders, asking them the same set of questions they had posed to consumers in an earlier study. The results were, to say the least,

November 25, 2015 Just as winter follows fall, Cyber Monday (News – Alert)—that online shopping day right after the long Thanksgiving weekend—will soon be here. With it will come a flood of calls to contact centers, mostly consisting of complaints. No one calls a contact center to say what a good job everyone is doing

November 24, 2015 If you’re in the contact center business, better times are ahead. That’s the gist of a new report that examined the industry’s outlook for the next five years and projects a growth rate of nearly 10 percent across the board. “Businesses worldwide have become increasingly dependent on various technologies and