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Colleges Optimizing the Cloud in Fundraising Calls
According to a recent blog, the cloud is now fulfilling a bigger role in schools' efforts to get financial support from alumni.

Users Expecting Optimal Benefits from Latest inContact Update
inContact has just announced its first 2015 release of new cloud software. According to the company, this release was driven by customer needs within enterprise service operations.

Call Center Workers Getting Much-Needed Backup
With speech analytics, call centers are able to confirm, validate and, in some cases, prove that agents are abiding by industry regulations.

Workers Likely to Cheer Coming Use of Better Measurement
The idea of analytics in the call center, and how it can be used to benefit both callers and call center workers is gaining traction.

Call Center Workers Need More Autonomy
If you give your people the power to make smart decisions, it may end up benefiting you in untold ways.

Workers Need Better Tools in the Call Center: Report
A number of executive respondents recently surveyed at the enterprise level of call centers noted that there was a clear need for enhanced reporting.

Teams Work in Tandem; Everyone Wins
An old saying reminds us that a chain is only as strong as its weakest link, but the converse also works; Strong links make for a strong chain.

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.

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.

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.

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.

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.

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.

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."

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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.