Contact Center Outsourcing

October 14, 2015 Those in the contact center industry are fully aware of the importance of providing excellent, high-quality customer service 24/7. But it helps when those in leadership positions also recognize their contributions. Such recognition can serve as a model for others to follow, while also offering a well-deserved pat on the back

October 13, 2015 Recently released research is adding fuel to the fire regarding the growing popularity of the cloud in contact centers, particularly in Europe, the Middle East, and Africa (EMEA). According to research firm Frost & Sullivan (News – Alert), the growing consumer preference for self-education and self-help, along with the

October 8, 2015 For those in the technology industry, the cloud is a “no-brainer” because of cost savings, better security, and easier upgrades. Yet there are some in the business world who haven’t caught on yet, although that is changing. One of the newest converts is a major retailer that has “seen the

October 7, 2015 No matter how many tweets, Facebook (News – Alert) posts, or chat windows are opened, customers still reach for the phone when they want to contact a company. That’s the main takeaway from a new report issued jointly by the International Customer Management Institute (ICMI) and inContact, a leader in cloud contact centers. “I am

October 1, 2015 Former Disney (News – Alert) Chief Executive Michael Eisner was once famously quoted as saying, “If it’s not growing, it’s going to die.” While he may have been referring to the entertainment industry, his words apply to just about any area of business. That may be part of the motivation behind the

September 30, 2015 New research just released by some contact center industry leaders confirms what many have suspected: there are gaps between what contact center customers want and what is actually delivered. But the good news is that, with a little thought, those goals are within reach. That’s the gist of the report released jointly

September 24, 2015 Even though fall has just begun, savvy retailers are already gearing up for the upcoming holiday sales season, and one in particular has taken steps to ensure that its call center operations are up to the task. InContact, a leading provider of cloud-based contact center software and contact center agent optimization tools, has announced

September 22, 2015 Contact center leaders from across the country are making plans to head to Salt Lake City next week for the 11th annual InContact User Conference (ICUC). The event, one of the largest in the contact center industry, kicks off on Tuesday, Sept. 29, featuring three days packed with seminars for everyone. “This annual

September 18, 2015 In addition to the myriad rules and regulations governing call centers today, there are few issues more vexing than “compliance.’ What is it, and how does one achieve it? It’s certainly a murky area. That may be one reason why longtime industry insider and compliance expert Mike McAlpen recently wrote

September 15, 2015 With the ongoing rise of social media in the contact center, new challenges are popping up daily for front-line agents. Which ones are rising to the occasion, and which ones are falling behind? It takes a savvy manager to spot and develop the top performers, and to know which people