SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

Feature Articles

'Press 1 for More Info': ACA Calls Continue
While the deadline for the Affordable Care Act (ACA) open enrollment period is long past, call centers, especially those in California, are still working the phone lines to help people who are waiting for their applications to be processed.
UK County Upgraded Mobile Communication Networks, IVR for Tour de France
The North Yorkshire County Council installed major upgrades to the region's IP telephony infrastructure, for this year's Tour de France,and the Leeds City Council drastically increased the capacity of the local Business Wi-Fi network.
What Will the Next Decade Bring to Call Centers?
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
Service gets Boosted a Notch with Millennials on the Line
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
Good Services Comes From Good Staffers
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.
Cloud Call Centers helped by New Industry Trends
One of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.
inContact Bringing the Cloud to Healthcare Call Center
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.
IVR Gets Help With Social Media as Another Channel
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.
Flex-Time? Call Center Workers say 'Yes, Please'
The typical 9-5 workday is seeing a transformation, thanks to technology and flexible shifts, and now lawmakers on both sides of the pond are taking it into consideration to favor more employee-friendly practices.
In Call Centers, Hearing is Everything
The headset is the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well.
Insurers See Benefits of Efficient Call Centers
Recent changes in laws regarding health insurance have made insurance companies more cognizant of the changing demands on their customer contact centers.
Happy Workers Can Mean Happy Customers
There's a lot of talk about engaging customers these days, but engaging employees also tends to be a key component of business success.
Engage Your Customers From Every Channel
In these days of multichannel marketing, omnichannel customer support and social media engagement, any isolation in the customer support process simply isn't cutting it.
Make Your Offshore Call Center the Best It Can Be
Offshore call center outsourcing doesn't always fail to impress customers simply because the agents have accents or the idea violates their sense of patriotism. Too often, the venture fails simply because it's poorly managed.
inContact Solution a 'Healthy' Choice
inContact, Inc., a provider of cloud contact center software and contact center agent optimization tools, has announced that its Personal Connection Outbound Solution has been selected by a leader in professional education and training.
Could Your Call Center's Performance Be Better?
An ultimate goal today is to eliminate the common disconnection between workforce optimization and contact center infrastructure systems, a problem that plagues many, if not most, contact centers.
Even IVR Call Centers Need Good Listeners
Many think noise-induced hearing loss is only a concern for those in nosy industries but this condition can also affect people that work in a call center. Many agents, in fact, have suffered work-related hearing loss.
Help Wanted: Brazil BPOs Need to Help Employees
Frost & Sullivan believes that Brazil's call center outsourcing market will bounce back after the initial hiccups of the past year.
Boost Productivity by Cutting Out Paper
The U.K.'s Call Centre Helper took a look at an elusive notion and offered up some advice on how to make the dream of a paperless call center a reality.
IVR Might Well Offer Salvation for Smaller Businesses
Among the important markets for interactive voice response (IVR) technology are small- and medium-sized businesses.
Good Call Center Service Has a Personal Touch
Call center focus these days is on the integrated multi-channel customer service experience -- engaging customers in automated conversations across multiple interaction channels, an efficient customer-service experience.
IVR Boosted by Adding Channels
Many contact centers today claim to be "multichannel," but as with any complex business definition, the term means different things to different companies.
Banco Santander Mexico Picks Nuance Voice Biometrics Solution for Customer Authentication
When customers call banks, they are required to pass through a cumbersome authentication process which involves remembering PINs, passwords, and security questions. Several banks are striving to streamline this process to make it simpler by implementing a more natural authentication process.
inContact Platform Enhancement Makes Debut
inContact, the leading provider of cloud contact center software and contact center agent optimization tools, recently debuted the first of its major platform enhancements for 2014.
IVR Technology to Help VA Treat Veterans
Under a new contract, Authentidate will continue to provide its Home Telehealth Devices and Services to the VA to remotely monitor patients and enhance patient care for veterans.
IVR Gets Boost from Cloud-based Call Centers
In a recent blog post, Marina Antestenis, Senior Director of Demand Marketing for inContact, took a closer look at the cloud and how using it can benefit contact centers.
Improve Your Contact Center; Webinar Shows How
As contact centers take on greater prominence in the business world, the number of challenges with running and managing such centers seems to rise exponentially. But it doesn't have to be a troubling way to do business.
Voice Response is Nice; An Honest Reaction, Feedback is Better
A new report indicates that call center satisfaction dropped by about 10 percent in 2013. That should make anyone who is running a call center take a second look at the way their center is being operated.
Sometimes the Best Response is by Social Media
If there's such a thing as a frontier in customer service, it's customer service by social media. Social customer service is still open to pioneers that are willing to put a lot of effort into carving a niche.
Making the Connection: inContact Update Aids Call Center Flow
inContact, a provider of cloud contact center software and contact center agent optimization tools, announced that it has made enhancements to its all-in-one cloud suite.
IVR Leader inContact Chosen for Call Center Solution
The need to have innovative technology and a commitment to outstanding service is necessary in today's contact centers. Hence, one of the world's largest organizations of business professionals has selected inContact for that need.
Whether Live or Automated, Callers Want Quick Results
According to a recent survey, a new study shows that in Australia in particular, customers expect their customer service contacts to be really, really quick.
There's More to Successful IVR Than Just Redirecting Calls
Modern call centers invest heavily in computer-telephone integration technology and applications that help agents have control on a variety of phone functions and deliver highly efficient, call center-based CRM solutions.
Call Center's IVR Boosted by New Languages
Call center giant Open Access BPO announced that it has added voice-based customer service in four more languages: Vietnamese, Thai, Bahasa Malaysia, and Bahasa Indonesia.
IVR Strong, but Web Chat Gaining Among Call Center Callers
A new study by HeyWire Business that said more than 52 percent of respondents said they would be likely to text with a customer service agent.
More Articles
››

Feature Video

Follow Us On:

Hosted Call Center Social Networks
Resources

Visit our call center industry resource library and learn how to optimize your contact center for maximum profitability.


Find these resources and more at incontact.com

LEARN MORE
››

Featured Resources
inContact Brochure

Customer service has never been such a valuable business commodity as in today's connected world.

Download now ››

INCONTACT PLATFORM

Our award-winning cloud contact center platform handles over one billion calls per year, with the highest published reliability in the industry.

Download now ››

inContact inView Powered By clearView

inContact inView powered by ClearView is a revolutionary, optimization solution engineered by call centers for call centers.

Download now ››

Optimize Your IVR for Self-Service

Does your IVR really hit the mark? Long handle times, high abandonment rates, and poor customer self-service options can have a direct impact to your bottom line.

Download now ››

3-Minute inContact Tour

Transform your customer care. Watch our product and company overview.

Watch now ››

Featured Whitepapers
2013 Executive Priorities Report

Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.

Download now ››

2012 North American Cloud Contact Center Solutions Company of the Year Award

Frost & Sullivan has over fifty years of experience as a global research organization.

Download now ››

Choosing the Right Cloud Contact Center Solution

Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.

Download now ››


Technology Marketing Corporation

800 Connecticut Ave, 1st Floor East, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.

STAY CURRENT YOUR WAY

© 2014 Technology Marketing Corporation. All rights reserved.