Challenge The Status Quo With Cloud Software

» Call Center Workforce Optimization Featured Articles

Five Ideas for Happier Workers
This might seem like a no-brainer, but it's really Work 101: Happy employees are productive employees.

Contact Center Market Braces for Expansion
A new report that looked at the call center industry for the next five years out projects a growth rate of nearly ten percent across the board.

Cloud Contact Center Software Wins Again
InContact recently received the prestigious 2015 North American Frost & Sullivan Award for Customer Value Leadership.

Critical Thinking Critical to Contact Center Growth
A recent blog highlights the value of using data collected in a call center to its best advantage.

Call Centers Growing, Thanks to the Cloud
Companies are reportedly moving their contact centers to the cloud to realize the flexibility, agility, scalability and cost benefits of this implementation model.

Staffers Work Better with Better Gear: Finding
In new work environments characterized by proliferating user devices, the need for mobility and the desire to eliminate noise, professional headsets can foster smarter collaboration and enhance worker productivity.

Optimal Call Center Offerings Help Transport Company Grow
No matter what you order from an online site, somehow they have to get the product to you to complete the sale, and with drones not yet widely available, the transport industry is happily filling the void.

Better Results Achievable 'By the Numbers'
Self-service analytics is increasingly beneficial, since customers often complain or opt out of a self-service tool.

Call Centers May Get Government Collection Boost
The latest budget bill on Capitol Hill could include a rider that allows debt collectors to robocall individuals' mobile phones.

Workers Can Be Better; Here's How
There are several steps savvy contact center managers can take to get a better ROI on systems ... and people.

Know the Meaning Behind the Tech Words
The term 'multichannel' defines the various channels that are made available to connect with an organization

BPO Workforce Optimized via Unique Staffers
StatesideBPO's expansion of inContact solutions includes a suite of Workforce Management (WFM) tools designed to improve contact center operations and increase efficiency.

'Optimal' Call Centers Recognized
Contact centers that went above and beyond were lauded for their efforts recently.

Contact Centers in EMEA Set to Expand
Contact center systems suppliers in EMEA will need to expand more heavily into adjacent customer support areas such as omni-channel support, big data, and mobility.

» 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.