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New Region ID'd as Prime for Contact Center Relocation
With other areas hitting a tipping point, guess where call centers are headed next?
Despite Reports, Contact Centers Thriving in One Nation Overseas
A report from the Philippines says that the country will add another 100,000 workers this year to its current 686,000-strong call center workforce.
Finding Shows Contact Center Customers Appreciate 'Honest' Talk
Forcing customer service agents to adhere to the company script can prevent them from being flexible in responding to individual customer complaints and resolving issues.
New Year, New Options: Are You Ready?
It's not just a cliche that a New Year calls for some new resolutions; it makes good business sense to look at the year just passed, throw out what didn't work and try something new.
inContact's IVR Offering Helps Land New Client
Leading cloud contact center software developer inContact had a pretty good year in 2014, and it looks like this year will continue that trend.
Even IVR Can Benefit from Better Metric Measurement
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
New HQ Planned for inContact
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
For IVR Overflow, Add More Agents for Holiday Crunch
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
IVR Usage Can Reveal Valuable Caller Data
Despite the rise in online shopping, many consumers polled say they'd like to speak with someone at call center first, before committing. Use that knowledge to your advantage.
Industry Insiders Join Forces To Address IVR Fraud
Three companies that are prominent in the call center industry say they have joined together in a new bid to stop IVR fraud.
OSN Partners with Servion for IVR Installation
The latest news regarding OSN, a telecommunications company that operates out of Dubai, concerns its adoption of a new interactive voice response system it recently installed.
IVR Offering Helps inContact Seal Deal With HR Company
The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions.
inContact's IVR Options Helping Wellness Company Grow
inContact's many call center offerings are being used to help Colorado-based MINDBODY expand its business and keep customers coming back for more.
New Mobile Connections Feature Better IVR Offerings
One of the biggest complaints call center users have is that the IVR (Interactive Voice Response) offerings they reach don't do enough to address their own particular concerns.
Making the Connection: Contact Center Workers Battle Stress
An online story recently addressed the demands that are placed on call center workers, and how those demands can have very real physical and emotional tolls on those workers.
Study Sees 'Customer Experience' as the New Goal
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
Second Time Around: ACA Call Center Survives Onslaught
The Department of Health and Human Services said that more than one million people had visited as of November 17 and its call center handled more than 200,000 calls over the weekend.
Even With IVR, Make Sure Contact Center Delivers Quality
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
Wheelings & Dealings: IVR Tech Company Expands Again
The winter snow in Buffalo, NY is legendary, and cynical minds might think it was the mountains of white stuff that nudged a local company there to acquire a Florida business. But in reality, Buffalo-based IVR Technology Group LLC has acquired 800 Adept, a Florida company that specializes in call tracking and call analytics, in its ongoing efforts to expands its business and maintain dominance in the field.
Finding: Many Seasonal Jobs This Year Will be in Customer Service
According to CareerBuilder, 40 percent of seasonal jobs this year will be in customer service positions. Is your IVR system ready for the influx?
Tinkoff Credit Systems Implements New Voice Recognition at Call Centers
To save time and ease customer frustration, a Real-Time Voice Authentication System found a new home in Russian bank's call centers.
Do Your Workers Feel They Have Your Trust?
In the tech industry, buzzwords and "buzz-phrases" come and go almost daily. But one that's starting to show some strong staying power is the term "employee engagement."
Call Center Provider IDs Those That Go the Extra Mile
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
Improve Your Performance, Improve Customer Satisfaction
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
IVR Aspect Helped Financial Services Firm go With inContact Solution
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
IVR is Most Effective When the Right Partner is Included
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
BPO Outsourcing is Finding a New Home
A new study says India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home.
inContact's IVR Offering Welcomed by New Client
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
Survey Says Customers Somewhat Happier with Contact Centers
When it comes to contact center customer service, a new report says about 60 percent of consumers reported they've seen an improvement in the service since 2013.
Be Proactive in Building Valuable Customer Loyalty
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer's question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. "Keeping customers happy" doesn't have a simple recipe or checklist to follow.
Tips for Selecting an Outbound Contact Center Services Provider
While outsourced outbound contact center services are a good option for many companies who wish to put their outbound campaigns in the hands of professionals, it's critical to examine the details. There are vast chasms of quality between different outsourced services providers. Before you look, know what you want.
Call Centers Seeing Boost Coming via the Cloud
The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out.
Surveys Getting Help with inContact Solution
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
inContact Reaches for the Cloud -- Again
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
Cybercrimes Rising; Voice Biometrics Can Help in the Fight
A new report, "Preventing fraud in the call center: Use voice biometrics, phone printing," addresses the issue of call center fraud and the steps operators can take to mitigate this threat.
Use IVR? The Data Gleaned is Still Important
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.
Even Call Centers With High IVR Usage are Hiring
The U.S. call center industry, after taking years of hits when the recession first began in 2008, seems to be looking brighter as of late. Many companies that were laying people off are now taking on call center agents in large numbers.
Call Center Headsets: Even IVR Calls Sometimes Go 'Live'
The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear.
Are you Utilizing Your IVR to the Fullest?
It's not uncommon for a company to employ IVR technology to streamline common interactions or to launch a survey. If a consumer can easily answer a few questions before they end a call, you may be more likely to capture the actual voice.
Opinion: Engaged Employees are Better Workers
The 'employee engagement funnel' may sound like some sort of human resources torture device, but in reality it's the metaphorical process that companies must urge employees through to attain high employee engagement.
It's Another in the 'Win' Column for inContact
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
'Employee Engagement': The New Way To Grow
Many companies are striving to build their reputations online and in social media through customer advocacy programs that induce happy customers to act as unpaid "brand ambassadors in social media settings."
inContact's Cloud Ready to Help Boost Financial Firm
A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.
Measuring Contact Center Workers' Effectiveness
It's no surprise the call center is viewed as a cost center, stressing even the most experienced of leaders. But call center services that capture operational data can quickly link that to agent performance and demonstrate their value.
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