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Trade Show Attendees Ready to Raise Their Game
InContact's ICUC event will focus on the most important topics, trends and challenges of the contact center industry, with a view toward helping attendees improve their customers' journeys.

Finding: Growth is Good for Call Centers
The Wall Street Journal took a deep dive into research giant Deloitte's 2015 Global Contact Center Survey. The findings will surprise you.

Is Your Workforce a 'Team'? It Should Be
The comparison of a sports team and your staffers is not much of a stretch. Be sure to treat your processes as such.

Contact Centers Succeed When Everyone Shares the Common Goal
In this age of instant, anonymous contact, some customers still will have the need to speak to a real person in real time.

Call Analysis Growing in Favor
One tool being used with more frequency in call centers is analytics software, a product used to -- as its name implies -- analyze calls for valuable data.

Contact Centers at Federal Level Can Do Better
Overall scores for government contact centers improved four points in 2014 to 67, a rebound from a nine-point dropoff in 2013.

Workers Now Seeing Benefits of 'Social' Contacts
Whether it's Twitter, Facebook, Instagram or any of the other myriad choices available, it seems as if everyone uses something 'socially' today.

Quality Rises along with Call Center Workers' Happiness
The application of a Workforce Management program within a call center can be defined as achieving and maintaining operational efficiency.

New Tools Aid One Call Center's Work Needs
Integrating WFM with their existing cloud contact center core from inContact will provide one company the data-enabled tools needed to balance agent work schedules.

Workforce Management, Other Options Now Sought After in Contact Centers
InContact's new partner SmartAction offers a solution called Intelligent Voice Automation, which leverages an AI brain that can reason and learn from experience.

Do the Math: Call Center People Deserve More
An industry insider asserts that if you pay your contact center workers a better wage, your profits will rise.

Finding: Contact Centers Can Do Better
Of the millions who dial into call centers every year, nearly two-thirds are frustrated before they even start talking with a customer service representative, according to the survey data.

Optimal Workforce Includes Those That Go Beyond
Workers who understand customers, empathize with them, know where to find answers and always keep their cool, even with testy customers, are an asset.

Optimizing the Cloud for Call Center Productivity
As part of one city's transition away from its aging premise system and onto something that can keep up with the anticipated growth, inContact will provide a customizable and agile cloud system.

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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.