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Workers Now Seeing Benefits of 'Social' Contacts
Whether it's Twitter, Facebook, Instagram or any of the other myriad choices available, it seems as if everyone uses something 'socially' today.

Quality Rises along with Call Center Workers' Happiness
The application of a Workforce Management program within a call center can be defined as achieving and maintaining operational efficiency.

New Tools Aid One Call Center's Work Needs
Integrating WFM with their existing cloud contact center core from inContact will provide one company the data-enabled tools needed to balance agent work schedules.

Workforce Management, Other Options Now Sought After in Contact Centers
InContact's new partner SmartAction offers a solution called Intelligent Voice Automation, which leverages an AI brain that can reason and learn from experience.

Do the Math: Call Center People Deserve More
An industry insider asserts that if you pay your contact center workers a better wage, your profits will rise.

Finding: Contact Centers Can Do Better
Of the millions who dial into call centers every year, nearly two-thirds are frustrated before they even start talking with a customer service representative, according to the survey data.

Optimal Workforce Includes Those That Go Beyond
Workers who understand customers, empathize with them, know where to find answers and always keep their cool, even with testy customers, are an asset.

Optimizing the Cloud for Call Center Productivity
As part of one city's transition away from its aging premise system and onto something that can keep up with the anticipated growth, inContact will provide a customizable and agile cloud system.

It Matters Who Records Company Messages
One thing most people give very little thought to is the recorded voice on the other end when they call a company and get into the 'phone-tree.' They should re-think that.

Award Season for Those Who Answer the Call
Nominations for inContact's 'MoJo Awards' are now open. Who do you know who's deserving?

Cloud Brings Together Two Industry Leaders
As successful businesses grow, their customer support needs expand and evolve. The cloud is playing a bigger role in that support.

Are Call Center Workers Buried in Information?
If your customer agents aren't as up to speed as your technology is, you may be on the path to failure.

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.

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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.