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BPO Goes to the Cloud for Best-Case Scenario
A BPO is usually implemented as a cost-saving measure for the needs a company requires, and its use as a contact center fits the bill.

Optimum Results Can be Found in Proper Speech Analysis
Speech Analytics is a tool that can cost-effectively transcend your organization and enhance your customer journey by analyzing your interactions, identify trends and help your organization make decisions.

Help Make Your Staffers the Best They Can Be
With social media playing such a large, influential part in how potential customers choose new companies, it's more critical than ever that companies get their support ducks in a row.

County Seeks Optimal Solution via inContact
A local county's transition from its current aging premise system will center around inContact's customizable cloud system.

New Honor for inContact's Many Offerings
inContact recently got high marks in customer satisfaction, for its "ease of implementation and deployment, flexibility to make changes, and its advanced capabilities."

Remote Management Software Key for Call Centers with Work At Home Agents
With all that said, a recent online story talked about the dangers a company can face when it comes to remote agents while also pointing out what firms can do to sidestep those dangers.

InContact in Focus with New Chief Strategy Officer
It's been said that you can't know where you're going if you don't know where you've been. And for inContact, the leading provider of cloud contact center software and contact center agent optimization tools, they've been someplace interesting: the forefront of the contact center industry.

Optimizing Your Staffers Pays Dividends
Is the contact center the best possible place to train for more senior-level jobs in a company? Quite possibly, according to a recent article in Forbes.

Formula for Success Includes Happy Content Center Staffers
A recent online story noted that one bad experience will drive away as many as 40 percent of customers. That's why it's important to assure customer service interactions are coming from real people.

The Many Parts of WFO Cited for Contact Center Operations
WFO users can break down the category into several significant parts, all contributing to a smooth-running operation.

The Call Center Shows New Potential
A new study says companies need to realize the true potential their contact center holds for them.

Trade Show Attendees Ready to Raise Their Game
InContact's ICUC event will focus on the most important topics, trends and challenges of the contact center industry, with a view toward helping attendees improve their customers' journeys.

Finding: Growth is Good for Call Centers
The Wall Street Journal took a deep dive into research giant Deloitte's 2015 Global Contact Center Survey. The findings will surprise you.

Is Your Workforce a 'Team'? It Should Be
The comparison of a sports team and your staffers is not much of a stretch. Be sure to treat your processes as such.

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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.