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Contact Center Group Plans Informative Meetings
CCNG events bring together area contact center, customer experience and customer care management from across industries to share perspectives, proven strategies and innovative best practices.
1/28/2015

New Workforce Seen Up and Coming in Central America
India and the Philippines might be taking a backseat to Central America for Contact Centers.
1/22/2015

Boost Your Offerings With a 'Chat' Option
A new survey says that more than 66 percent of contact centers surveyed are using live chat. If you're not, why not?
1/21/2015

For Optimal Results, Treat Clients as Real People
Customers feel that no scripted response can adequately address their concern. They're not far from being right.
1/16/2015

Achieve Optimal Results by Boosting Customer Service
Whether talking about retailers or call centers, companies all over the world are starting to see just how important it is to improve customer service ratings.
1/13/2015

Call Centers: Building Skills You Can Use Anywhere
Ask anyone who's ever worked in one, and they'll likely tell you a call center job can be one of the most frustrating and stressful ones they ever had. But despite all the horror stories about call centers and their customers, there are also a surprising number of positive aspects to working in one.
1/9/2015

Optimize Your Numbers for Best Results
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
1/7/2015

Leading Contact Center Company Plans Massive Expansion
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
12/23/2014

Call Center Stress? Try Hiring Virtual Staffers
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
12/18/2014

Use ALL Your Tools; Web Analytic Use Rising in Call Centers
Despite the rise in online shopping, many consumers polled say they'd like to speak with someone at call center first, before committing.
12/17/2014

Optimal Results in the Contact Center Come From Happier Workers: Reports
A new published report backs up the idea that remote call center agents can be a strong asset to any company if given the chance.
12/10/2014

Workforce Optimized as Contact Centers Return to Their US Roots
With a changing economy and the demand for better customer service, more companies are starting to move their call centers back to US soil.
12/9/2014

Optimizing its Assets, inContact Lands Another Big Client
The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions.
12/4/2014

Wellness Company Stays 'Healthy' with inContact's Help
inContact's many call center offerings are being used to help Colorado-based MINDBODY expand its business and keep customers coming back for more.
12/4/2014

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FEATURED BRIEF

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.

FEATURED DATASHEETS

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.

FEATURED WHITEPAPERS

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.

FEATURED eBOOKS

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.