Challenge The Status Quo With Cloud Software

» Call Center Workforce Optimization Featured Articles

Making the Most of Calls, Customers Get More Demanding: Findings
Asked about online or phone purchases over $25 in the last six months, consumers say they're still frequently interacting with company service reps.

Cloud Platform Call Center Comes to the Rescue Again
inContact reports that a leading travel and hospitality provider has selected its cloud platform to unify customer service operations across more than five contact centers.

inContact Strives for Optimal Effort Alongside CCNG
Call center leader inContact was recently cited as continuing to add value and perspective to CCNG programs and events.

Optimal Results Expected from New Collaboration
Call center leader inContact has signed another new client for its cloud-based solution

More Options Making Call Center Customers Happier
Expectations for infinite choice, instant response, and effortless and personalized experiences are higher than ever at call centers.

Optimal Returns Seen With Better Customer Engagement
Research shows call centers that don't focus on attempting a "better experience" for customers will lose ground to those that do.

Call Centers Workers Need Training on Digital Options
Contact centers have undergone an irreversible evolution over the last decade, new research shows. Digital is leading the way.

Challenges Abound as Contact Centers Strive for Satisfaction
A new report by the CFI Group says call centers were able to rebound quite a bit in 2015 over 2014, but still have a ways to go.

Optimize Your Workers, Optimize Your Data
New data can reveal insights that savvy marketers can use to advance their company and get some serious ROI.

Good year for inContact; More Seen Coming
Cloud contact center software provider inContact recently released its full-year and Q4 2014 financial results, revealing its substantial growth in revenue and product bookings.

inContact Scores Another Call Center Win
Leading travel company makes the move to inContact's call center cloud.

New Partnership to Aid Call Center Migration
Contact center software is nothing without a powerful infrastructure on which it can operate. That's now a step closer to reality.

Optimizing Through Conscientious Management
With companies everywhere looking for that extra "edge" to stay ahead of the competition, everyone is watching the bottom line.

Be Your Best by Reaching Out to Customers
We all like a pleasant surprise. This is no less true for consumers when it comes to customer care.

» Video Showcase

  • Call Center Workforce Optimization on Facebook
  • Call Center Workforce Optimization on Twitter
  • Call Center Workforce Optimization on Youtube


Introducing The Workforce-Intelligent Contact Center

Introducing The Workforce-Intelligent Contact Center™
Read how inContact gave four contact centers the power to put their customers first by solving every day contact center challenges.


Workforce Management in the Contact Center

inContact Analytics-Driven Quality (ADQ) Powered by Verint®
While monitoring, measuring, and managing agent performance and service quality remain a priority, many contact centers are doing more than traditional quality monitoring-they're using "voice of the customer" intelligence to drive better decisions on products, services, and processes. Analytics allow a more sophisticated and efficient look into a larger sample of data and help you answer WHY like never before.

Workforce Management in the Contact Center

inContact Workforce Optimization Brochure
inContact Workforce Optimization (WFO) is the first cloud workforce optimization solution. From interactions to staffing to learning retention and processes, inContact WFO can provide unprecedented visibility into performance, operations, and customer intelligence across your organization.

Workforce Management in the Contact Center

inContact Workforce Management Datasheet
In this datasheet, we examine the challenges of managing the workforce in the contact center environment, particularly for the small to midsized center.

Workforce Management in the Contact Center

inContact Quality Monitoring Datasheet
inContact Quality Monitoring can help you capture, evaluate, and learn from customer interactions, including voice conversations, email, Web chat sessions, and more.

Workforce Management in the Contact Center

inContact Workforce Optimization Datasheet
inContact Workforce Optimization is a suite of cloudbased enterprise Workforce Optimization software and services that lets you perfect your customer service.


Putting Workforce Optimization to Work

Putting Workforce Optimization to Work
Learn how to deliver on the expectations of the mobile, multichannel customer requires companies to predict customer demand and manage agent resources more effectively.

Putting Workforce Optimization to Work

Business Motivators for Quality Monitoring
In an era of dynamic consumer demands, increased focus on customer engagement and tremendous choice and information, the valuation of customer experience initiatives is more evident and more needed than ever before.


Transforming the Customer Experience

Transforming the Customer Experience
Read how inContact gave four contact centers the power to put their customers first by solving every day contact center challenges.