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Feature Articles

IVR Can Pay Dividends When Speech is Analyzed
We've all heard the term, but unless you're actually involved in implementing it, how much do you really know about speech analytics?
IVR Getting a Bad Rap in Robocalling Controversy
The interactive voice response (IVR) system is helpful for routing calls and providing customers with a self-service channel for basic information. Unfortunately, many companies use their IVRs as a well to keep customers out.
Report: IVR Holding Its Own as Live Contacts Wane
Contact center industry players coming to the Philippines are deploying the latest call center technology to ensure it continues delivering services for organizations around the world.
inContact Scores Another Industry Win
Company recognized for meeting the needs of customers looking for a reliable set of multi-tenant, multichannel cloud tools that can be deployed quickly.
New IVR Cross-Channel Option Available
A new self-service feature that allows customers to resolve their own problems while on hold, or in lieu of calling a customer service number in the first place, is now available.
InContact in Focus with New Chief Strategy Officer
It's been said that you can't know where you're going if you don't know where you've been. And for inContact, the leading provider of cloud contact center software and contact center agent optimization tools, they've been someplace interesting: the forefront of the contact center industry.
Callers to Your Contact Center Crave That 'Human Touch'
Is the contact center the best possible place to train for more senior-level jobs in a company? The answer might surprise you.
Tech Company Upgrades to Better Calling Solution
Vembu, an India-based data protection, disaster recovery and CRM provider was previously using a PBX system, but was having problems with voice quality. So it made a change for the better.
Contact Center Update: There's Money To Be Made
A contact center, which has also been referred to as a customer interaction center, is a central point in an enterprise from which all customer contacts can be managed -- and profited from.
IVR Systems Proving Their Worth
An Interactive Voice Response system in a call center is worth every penny you invest in it.
ICUC Attendees Set To Learn From Peers
User conferences are designed to offer new ideas and solutions, demonstrate new technologies and provide attendees with an opportunity to share experiences.
IVR Part of the Larger Picture in Contact Center Expansion
Contact center functions areexpanding, according to a new survey of 300 businesses on five continents.
FCC Hits TWC for TCPA Violations
In a recently decided case against Time Warner Cable, the courts awarded $229,500 to a customer after TWC places 163 autodialed calls to her cell phone over the course of 13 months. The move should serve as a warning to others.
Once Past IVR, How Are Your Callers Treated?
All contact center employees and managers should receive training on customer service skills, and how to maximize the customer experience.
Multichannel Analytics Software Garnering New Attention
Without addressing every customer channel, companies risk damaging the overall customer experience.
Contact Center Callers Prefer Private Sites to Government
Government contact centers face inherent and deep-seated challenges, and new research bears that out.
'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.
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