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Industry Leaders in New Call Center Venture
RingCentral, a leading provider of cloud business communications solutions, has announced the launch of the new RingCentral Contact Center powered by inContact.
4/27/2015

Finding: Workers Perform Best When Managers Care
A new study says performance fluctuates widely and unnecessarily in most companies, in no small part from the lack of consistency in how people are managed.
4/22/2015

For Optimal Results, Make Call Center Training a Priority
In today's fast-paced, take-no-prisoners world, everyone's attention span is shrinking. Very few folks have the time or patience to sit through a number of eight-hour days learning how to handle callers.
4/20/2015

Cloud Comes to the Aid of Healthcare Provider
A national healthcare benefits provider is moving 100 contact center agents from its premise-based call center system to the cloud.
4/14/2015

Leading BPO Company Signs on with inContact
inContact, a leading provider of cloud contact center software and contact center agent optimization tools, has just announced it's been selected by a rapidly expanding BPO firm.
4/13/2015

Workers Play Critical Role in Analytics
Collecting and analyzing call center data had been thought to be an expensive, time-consuming process, but advances in the field have done away with a lot of that worry and cost.
4/9/2015

Research Uncovers What Your Callers Really Want
A new study was undertaken to gather insights directly from consumers about their online and phone purchases and service experiences during the busiest shopping months of the year."
4/8/2015

Call Centers Now Eyeing Social Media Closer
'Social' is having an impact on today's contact centers, and leaders need to respond if they hope to survive.
4/1/2015

Optimal Returns Seen When Call Centers are Managed Properly
The art and science of determining just how good an organization and its front line agents are performing is a process that continues to evolve.
3/31/2015

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.
3/25/2015

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.
3/24/2015

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.
3/19/2015

Optimal Results Expected from New Collaboration
Call center leader inContact has signed another new client for its cloud-based solution
3/16/2015

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.
3/12/2015

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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.