Contact Center Outsourcing

May 29, 2015 In the expanding world of cloud computing, it’s understandable that the leaders would know each other. It’s still a small world, and they’re all growing together. That’s why it makes sense that a global leader in cloud business software announced that it has selected inContact’s cloud contact center platform for its

May 28, 2015. Despite your best efforts to make your customer contact center the best it can be, if your customer service agents aren’t as up to speed as your technology is, you may be headed for failure. That’s the main point of a recent blog post by Chris Lawson, a regular contributor

May 27, 2015 Despite your best efforts to make your customer contact center the best it can be, if your customer service agents aren’t as up to speed as your technology is, you may be headed for failure. That’s the main point of a recent blog post by Chris Lawson, a regular contributor

May 21, 2015 Anyone who has attended or graduated from a two- or four-year college knows the drill by now: Once you’re done, you’ll start getting regular calls asking for a donation. It’s not the worst kind of call to receive, especially if you look back on your college years with a certain fondness. When

May 21, 2015—inContact, the leading provider of cloud contact center software that helps organizations around the world create experiences for customers and contact center employees, has just announced its first 2015 release of new cloud software. According to the company, this release was driven by customer needs within enterprise service operations, along with the growing importance of

May 14, 2015 With call center use on the rise and more people seeking help for a variety of problems, it’s no wonder that contact center workers are feeling the stress. Who wants to go to a job where they’re berated and belittled all day long? In an effort to tackle the problem head-on, savvy call centers

May 12, 2015 In a move that will be seen as both a solution for customers and a challenge for managers, contact centers will—sooner rather than later—be making a major shift toward ‘advanced analytics.’ While it may sound daunting at first, it’s a move that makes sense based on

May 7, 2015 We’ve all been there: You call a company with a question or to ask about a basic process. You hear the automated message, make your selection, yell “Agent!” and wait for a real person to pick up. They then transfer you to someone else (AFTER you’ve given them all your information), only to repeat

Numbers Game: Survey Says Better Call Center Reporting Is Needed May 5, 2015 It’s easy to say that greater reporting capabilities in the contact center are a necessity, but in an era of tight budgets and major challenges, proving it is another matter. Or at least, it was another matter until a new report from DMG

Workfront selected inContact’s cloud contact center solution, which features built-in call recording and playback, robust reporting, and an easy-to-use interface.