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Feature Articles

'Socializing' Your Contact Center? Follow These Steps
With a rate of approximately half a billion tweets sent each day and 1.44 billion active Facebook users, social media presents a host of new challenges and opportunities in the realm of customer relationship management.
'Busy Signal' is More Than Just an Old Term
Workforce Management software can assure you're getting maximum effort out of your call center people.
InContact Scores Another Victory with Existing Partner
InContact continuously innovates in the cloud, one factor that led a recent client to expand its commitment.
Call Center Partnership Set To Yield Social Rewards
Companies have grappled with the question of whether the social channel belongs to the contact center organization or to the marketing department. Now the answer is clear.
Contact Centers Need to 'Up Their Game: Insider
Due to low pay, call centers say it's difficult to find good employees who can deliver high quality service and who are committed to the organization for the long term.
Study: Contact Center Workers Verbally Abused
A new study found more than half of respondents said that they want call center agents to acknowledge that their problem is important.
Do You Have Your Best People Picking Up?
Your contact center agents understand customers better than anyone in the organization, and their knowledge should be thoroughly tapped.
IVR Options Tips Choice for New Contact Center Selection
Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) options are the core building blocks of the inContact cloud platform.
Believe It; Your Contact Center's IVR Voice Carries Weight
When reaching out, most customers really just want to hear a clear-sounding voice that gives easy-to-follow directions. It would seem to be a no-brainer.
Cloud Contact Leader Opens Balloting for Awards
inContact is getting ready for its annual industry show. Part of that is the ever-popular 'MoJo Awards'.
inContact's IVR Offering Appeals to Cloud Client
A new enterprise customer will implement inContact's proven, multi-tenant cloud solution with Automatic Call Distributor and Interactive Voice Response options.
Information Overflow Can Cause Call Center Slowdowns
A call center experience can provide all sorts of bumps, detours and unexpected surprises, which can lead to customer dissatisfaction.
IVR, Cloud Working Hand in Hand
The cloud contact center platform can deliver technologies which have historically been unattainable due to the prohibitive cost of premises-based solutions.
Upgraded IVR Added to Contact Center Release
inContact has just announced its first 2015 release of new cloud contact center software.
Customer Frustration Addressed by Analyzing Call Content
Savvy call center managers are taking a closer look at the nascent field of speech analytics, where what people say and what they actually might mean are carefully analyzed and parsed.
What Customers Say Will Soon Be Measured by Contact Centers
Whether implementing real-time monitoring or post-contact analytics, analyzing interactions across channels allows companies to measure and improve the customer experience across 100 percent of contacts.
Treat Callers Like they Matter. Because They Do
How your workers answer a call and deal with it can mean the difference between failure and success.
Finding: Good Tools Lead to Better Results
Having the right tools on hand is a necessary part of the call center operation; if a contact center doesn't know where it's not doing well, its ability to improve is limited accordingly.
IVR Can Be Call Center's Best Ally, if Used Judiciously
Rather than a hurdle to good customer engagement, effective use of IVR streamlines the activities of contact centers, both helping customers get the service they want, and creating the time and money-saving opportunities companies need.
IVR, Other Options Pay Off for Client, Customers
Workfront selected inContact's cloud contact center solution with built-in call recording and playback, robust reporting and an easy-to-use interface.
Healthcare Giant Aligns with inContact's Best Products
inContact has announced that an international health services company selected inContact to support its 200-agent workforce.
Make Sure Workers are Ready When Customers say 'Representative'
Training new hires can be successful once you throw out the "playbook" and treat them all as partners.
IVR Solution Nudges Healthcare Provider to inContact's Cloud
The complete inContact call center solution includes cloud ACD and IVR, CRM integration, Uptivity Quality Monitoring and network connectivity.
IVR Systems, Other Options Sway BPO to Make a Move
inContact's industry-leading cloud contact center solution includes advanced multi-channel routing with the Automatic Call Distributor and Interactive Voice Response system. It helped the company win a new client.
Finding: Every Call Matters in the Contact Center
Contact centers are at the forefront of customer satisfaction, and everyone working there is interested in the data gathered.
Customers Now Expecting More from Call Centers: Study
Sixty percent of call center customers say if they read a negative customer service (in a review or on a social site), they wouldn't do business with that company.
IVR is Nice in the Contact Center, but Texting is Gaining
Messaging apps are the biggest new force in communication, and are growing larger.
Utilizing IVR? Make Sure the Call Goes Where it Should
Adding proper processes to your call center toolbox will ensure better customer experiences, internal integrity and increased accuracy and efficiency.
Finding: Even IVR Callers Want Other Options Available to Them
Consumers still frequently turn to agent-assisted channels in addition to using self-service options during different stages of the purchase cycle, which makes the contact center a vital link to the customer experience when it matters most.
IVR One of Many Offerings for New inContact Client
Vacation Roost, based in Salt Lake City, left behind a patchwork of legacy systems that kept its operations siloed to go with inContact's Cloud Solution.
inContact Renews Membership with Major Industry Body
The Call Center Network Group, known throughout the industry by its acronym CCNG, announced that inContact has renewed its partnership for another year.
Cloud Proves Its Mettle Again for Call Center Use
The cloud is rapidly proving the better way for the enterprise to conduct business, as inContact signs up another cloud call center customer.
Voice, Digital, Chat: Customers Want It All
Consumers now want a personalized call center customer journey where they can choose how to communicate from a wide variety of options.
IVR Might Well be Giving way to Digital
New studies show that those call centers that embrace digital will be better able to relate to - and keep - their customers.
Is Your IVR System Doing More Harm Than Good?
In the call center world, customer satisfaction is about the most important thing that exists these days.
Digital Set for New Inroads in Contact Center Industry: Report
Digital contact will overtake voice-based messaging within two years in contact centers, according to new research.
Clear Language Can Help Better Identify Future Staffers
A new finding shows data can be used to help recruit some of the best hires you've ever had.
inContact Proves Again Why It's a Leader
Cloud contact center software provider inContact recently released its full-year and Q4 2014 financial results, revealing its substantial growth in revenue and product bookings.
IVR one of Many Options inContact Provides Newest Client
inContact's Workforce Management tools will replace time-consuming and costly manual processes with a robust suite of automated forecasting, analytics, and scheduling for its newest client.
Partnership Sure To Cheer Call Center Managers
inContact, a developer of cloud-based contact center software, and Black Box Network Services, a provider of data and voice infrastructure, recently announced that they will being working together to better meet enterprise demand for call center systems.
Even IVR Operations Need to be Managed Properly
Effective workforce managers are like those in airport traffic control towers, seamlessly managing the ballet of people and responsibilities.
Making IVR Safer for Phone Payments
Getting and giving money has never been easier in a digital era, but even with all of this fascinating and helpful technology, there are risks to be had.
IVR System by inContact Helps Win It a New Client
inContact's Interactive Voice Response system helped the company, in part, win a new client.
Direct Interactions Joins inContact's Cloud Solution
A leader in the outsourced contact center market utilizing the physically challenged, the Seattle-based company needed a scalable and reliable solution for its work-from-home staff.
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