Contact Center Outsourcing

July 2, 2015 Social media has become so ingrained in American society that these days, the outsider is someone who doesn’t participate in this new way of communicating. Whether it’s Twitter, Facebook (News – Alert), Instagram, or any of the myriad other options available, it seems as if everyone uses something ‘socially.’ This is a point

June 30, 2015 With contact centers everywhere looking for every competitive advantage they can get, it’s no surprise that workforce management software is under closer scrutiny. And according to a recent blog post, the software is really coming into its own—and for good reason. “The implementation of a Workforce Management (WFM) program within a call center

June 25, 2015 Sometimes, you can’t get enough of a good thing—and you’ll want more. That’s what a new client of inContact, a leading provider of cloud contact center software and contact center agent optimization tools, discovered recently after switching to inContact. According to the company, the global BPO customer—which, according to

June 23, 2015 InContact recently attended Call Center Week to discuss its new partnership with SmartAction, an artificial intelligence-based IVR company, and how social media is beginning to make greater inroads into the contact center industry. TMCnet spoke at the Las Vegas event with Jennifer Waite, product marketing manager at inContact, which sells a

June 18, 2015 It’s pretty much a given that call centers are A) stressful places to work; B) have a high staff turnover rate; and C) don’t pay all that well. But one industry insider has made a strong case that if you address that third point, the other two might take care of themselves

June 16, 2015 There’s no doubt that working in a call center is a stressful job, but a new study shows that much of that stress may be self-inflicted. According to research from Mattersight Corp.—a company that uses a suite of innovative, personality-based software applications to analyze and predict customer behavior based on

June 11, 2015 Every contact center has them: high achievers who are perfectly attuned to their work and whose performance reflects that. These people understand customers, empathize with them, know where to find answers, and always keep their cool—even with difficult customers. In many cases, they solve problems that managers aren’t even aware of

June 10, 2015 inContact, a leader in cloud contact center software, has added another feather to its cap with the announcement that a major metropolitan city has awarded it a contract and selected inContact to meet its call center needs. According to both parties, inContact’s flexible and scalable cloud platform will help the local government meet the demands of

June 4, 2015 One thing most people give very little thought to is the recorded voice on the other end when they call a company and get stuck in the ‘phone tree.’ They really just want to hear a clear voice that gives easy-to-follow directions. It would seem to be a no-brainer. But for companies that make

June 3, 2015 Cloud call center leader inContact has announced that nominations are now open for the company’s annual “MoJo Awards,” which recognize industry professionals who have gone above and beyond the call of duty. The winners will be announced at the annual inContact User Conference (ICUC) this September in Salt Lake City. “The inContact philosophy