» Call Center Workforce Optimization Featured Articles

Company Makes 'Optimal' Choice for Expansion
InContact's cloud solutions enable companies to easily scale up services to accommodate rapid growth.
2/2/2016

Finding: Call Centers Can Do Better
Call centers always seem to get a bad rap, and maybe there's a reason for that. Think about it: No one calls up when they're happy.
1/29/2016

Workers Need To Know Management Has Their Back
Research shows the phone is still the most widely used customer contact tool. So why is it being phased out?
1/26/2016

Staff Optimization Pays Big Dividends
The hiring process -- and the new hire's perception of it -- is just as important to a successful WFO strategy as the selection of the right technology.
1/21/2016

Help on the Way for 'Challenged' Call Centers
A survey found that all the challenges found by those working in contact centers were inter-related.
1/19/2016

InContact Recognized for Customer Support, More
InContact was just recognized by Frost & Sullivan with the 2015 North American Frost & Sullivan Award for Customer Value Leadership.
1/14/2016

Handling Calls in an Optimal Manner
Most people can't stand robotic voices. They want to go immediately to a representative. With instant messaging, they won't know it's a robot.
1/13/2016

Omnichannel? If You're Not There, You Should Be
The Omnichannel effort can pay big dividends in the contact center industry.
1/7/2016

Customer Experience is Call Center Goal for 2016
Disgruntled customers are a way of life, but some believe there is room for improvement.
1/5/2016

Optimizing all Your Tools Pays Off
As contact centers continue their reach-out to make themselves all things to all customers, one idea getting a closer look is that of becoming "omni-channel."
12/31/2015

Contact Centers Run Better When Everyone's in Sync.
Have you thought about 'metrics calibration'? You should.
12/29/2015

Contact Centers Raising Their Game
Clear-Voice ability is beginning to take on new importance in the contact center.
12/22/2015

Report: Contact Center Providers Eyeing the Cloud
Cloud call centers are primed for big growth in the year ahead, but there is still work to be done.
12/17/2015

More Than 300 Staffers to Benefit from Cloud Facilitation
A facilities expert has 300 agents in five contact centers and dozens more in remote and at-home locations, and is primed to utilize inContact's flexible Cloud Contact Center Platform.
12/15/2015