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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

Get Optimal Contact Center Results with Analytics
It seems to be the buzz-phrase of the moment, but "Customer Analytics" is gaining traction because it's something that actually works.
12/1/2014

Contact Center Workforce Spreading Thin in Vegas
New findings show that Las Vegas is among the top cities in the U.S. when it comes to the number of call center companies setting up shop there. Good for workers, not so much for the companies trying to hire them.
11/24/2014

APAC Call Centers Optimizing 'Experience' for Customers
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
11/20/2014

Call Center Complaints Down for New ACA Sign-Ups
States like Minnesota worked overtime in the lead-up to the relaunch of "Obamacare" in order to have their call centers and exchanges up and ready to go.
11/18/2014

Optimizing Call Center Ops Can Lead to a Better Customer Experience
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
11/13/2014

The Next Wave? Call Center Preparing to Receive E-911 Texts
E-911 operations across the U.S. are upgrading their equipment so they can work with a new FCC protocol and receive emergency text messages.
11/11/2014

Call Center Sees Disabled Vets as Valuable Asset
Disabled vets need and want work; call centers need steady employees. One visionary company is bringing the two together with successful results
11/6/2014

Not Tied to the Office: Call Centers Spreading to the Home
Where Contact Centers used to be exclusively in an office, more and more companies are allowing workers to use a home set-up.
11/3/2014

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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.