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December 29, 2015 One of the biggest buzz-phrases set to take the call center industry by storm in the New Year is ‘Quality Management.’ While many within the industry already consider themselves adept at making sure quality remains high, there are further steps everyone can take to make sure that’s the case across the board. […]

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

December 17, 2015 A recent report from research giant Frost and Sullivan (F&S) has shown that total revenues from hosted/cloud contact center solutions in North America have already surpassed on-premises product revenue in terms of annual spend 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 fashion, you’ve not only lost the sale but probably lost a customer for life, as well. That may be one reason why a major facility expert and materials

December 10, 2015 With the Christmas holiday shopping season in full swing, retailers are seeing a crushing load of calls to their contact centers. Those that prepared for the onslaught will see the results when the shopping eases. Those that didn’t prepare will pay the price. One company that saw a need and tackled it

December 09, 2015 It’s a given 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 03, 2015 Energy sources outside of the old standby of fossil fuels are gaining new respect and new proponents in the world today. If we can get power from the free wind and sun all around us, why wouldn’t we? So taking that thought to its next logical step, a major provider of alternative

Beware: Callers Getting Defensive About Selling Tactics December 01, 2015 This past summer, the International Customer Management Institute (ICMI) and cloud call center innovator inContact reached out to call center leaders, asking them the same set of questions that they had asked of consumers in an earlier study. The results were, to say the least,

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

November 24, 2015 If you’re in the contact center business, good times are coming. That’s the gist of a new report that looked at the industry for the next five years out, and projects a growth rate of nearly ten percent across the board. “Business enterprises worldwide have become increasingly dependent on various technologies and