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Feature Articles

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.
inContact Clarifies IVR Efforts with CCNG Help
The CCNG (Call Center Network Group), a contact center professional peer network, recently announced the return of its partner inContact, an organization that develops software solutions for call centers.
Even IVR-Enabled Call Centers Need a Human Touch
Every business should think about how their customers reach them, and whether formalizing customer service into a contact center application makes sense.
Emirates to Open New Customer Contact Center in Budapest
Emirates recently announced its plans to open up a new customer contact center in Budapest. The facility will be managed by 300 professionals who will handle calls and emails in nine languages.
Ways and Means to Improve CRM in the Call Center
To achieve the highest levels of customer satisfaction, it is important for every company to have good CRM practices, which are more important for call center industries than for any other industry.
inContact Cloud Solution Helps a Financial Services Company Cash In
A financial service company will now be closer to its service and efficiency objectives in the U.S. and internationally by leveraging the features of the inContact cloud solution.
Employees Are the Secret to Successful Call Centers
One of the most important secrets to running a successful call center is the motivation levels of employees. They are the pillars of the business as their performance determines the overall quality of service offered.
New York Says Its Call Centers Are Ready for ACA Deadline
In New York state, the end of signups for Obamacare is expected to pass without incident, despite increased call volumes at the state's healthcare exchange call centers.
Put Your Tech Dollars Where They'll Improve the Customer Experience
Many contact centers today may be finding that their customer satisfaction is backsliding, for a number of reasons. But if customer satisfaction is on the decline, any company worth its salt will take steps to remedy the situation.
Large Insurance Provider Selects inContact for Call Center Solution
A large insurance provider has selected inContact, a provider of cloud contact center software and contact center agent optimization tools, to replace its legacy software with a cloud solution that will support high-quality customer experiences.
StarTek Adopts AT&T Cloud to Improve Services
Cloud technology is giving organizations the ability to improve the way they operate by providing them with the infrastructure, platform and service which previously was only available to large enterprises.
Utah Becoming a Haven for Call Centers
Tulsa, OK, has built itself up over the last 20 years as a place where call centers come to set up shop because the business community is friendly to them.
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