» Call Center Workforce Optimization Featured Articles

The Call Center Shows New Potential
A new study says companies need to realize the true potential their contact center holds for them.
7/29/2015

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.
7/24/2015

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.
7/23/2015

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.
7/17/2015

Contact Centers Succeed When Everyone Shares the Common Goal
In this age of instant, anonymous contact, some customers still will have the need to speak to a real person in real time.
7/15/2015

Call Analysis Growing in Favor
One tool being used with more frequency in call centers is analytics software, a product used to -- as its name implies -- analyze calls for valuable data.
7/10/2015

Contact Centers at Federal Level Can Do Better
Overall scores for government contact centers improved four points in 2014 to 67, a rebound from a nine-point dropoff in 2013.
7/8/2015

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.
7/2/2015

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.
6/30/2015

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.
6/25/2015

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.
6/23/2015

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.
6/18/2015

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.
6/16/2015

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.
6/11/2015

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.
6/10/2015

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.
6/4/2015

Award Season for Those Who Answer the Call
Nominations for inContact's 'MoJo Awards' are now open. Who do you know who's deserving?
6/3/2015

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.
5/28/2015

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.
5/27/2015

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.
5/21/2015

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.
5/20/2015

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.
5/14/2015

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.
5/12/2015

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.
5/7/2015

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.
5/5/2015

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.
4/30/2015

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

Optimal Returns Seen With Better Customer Engagement
Research shows call centers that don't focus on attempting a "better experience" for customers will lose ground to those that do.
3/11/2015

Call Centers Workers Need Training on Digital Options
Contact centers have undergone an irreversible evolution over the last decade, new research shows. Digital is leading the way.
3/5/2015

Challenges Abound as Contact Centers Strive for Satisfaction
A new report by the CFI Group says call centers were able to rebound quite a bit in 2015 over 2014, but still have a ways to go.
3/4/2015

Optimize Your Workers, Optimize Your Data
New data can reveal insights that savvy marketers can use to advance their company and get some serious ROI.
2/25/2015

Good year for inContact; More Seen Coming
Cloud contact center software provider inContact recently released its full-year and Q4 2014 financial results, revealing its substantial growth in revenue and product bookings.
2/24/2015

inContact Scores Another Call Center Win
Leading travel company makes the move to inContact's call center cloud.
2/19/2015

New Partnership to Aid Call Center Migration
Contact center software is nothing without a powerful infrastructure on which it can operate. That's now a step closer to reality.
2/17/2015

Optimizing Through Conscientious Management
With companies everywhere looking for that extra "edge" to stay ahead of the competition, everyone is watching the bottom line.
2/12/2015

Be Your Best by Reaching Out to Customers
We all like a pleasant surprise. This is no less true for consumers when it comes to customer care.
2/11/2015

Optimal Options Led HR Company to New Call Center Provider
Due to its varied offerings, inContact has announced the addition of a global staffing solutions provider to its expanding list of clients.
2/4/2015

Remote Workforce Optimized with inContact Solution
Direct Interactions, a company that delivers customer interaction solutions utilizing staff who work from home,just chose to partner with cloud contact center software leader inContact.
2/2/2015

Philippines Contact Center Industry Threatened
A current tax break for call centers is being revisited in the Philippines. Add in a lack of qualified employees, and industry leaders are getting worried.
1/29/2015

Contact Center Group Plans Informative Meetings
CCNG events bring together area contact center, customer experience and customer care management from across industries to share perspectives, proven strategies and innovative best practices.
1/28/2015

New Workforce Seen Up and Coming in Central America
India and the Philippines might be taking a backseat to Central America for Contact Centers.
1/22/2015

Boost Your Offerings With a 'Chat' Option
A new survey says that more than 66 percent of contact centers surveyed are using live chat. If you're not, why not?
1/21/2015

For Optimal Results, Treat Clients as Real People
Customers feel that no scripted response can adequately address their concern. They're not far from being right.
1/16/2015

Achieve Optimal Results by Boosting Customer Service
Whether talking about retailers or call centers, companies all over the world are starting to see just how important it is to improve customer service ratings.
1/13/2015

Call Centers: Building Skills You Can Use Anywhere
Ask anyone who's ever worked in one, and they'll likely tell you a call center job can be one of the most frustrating and stressful ones they ever had. But despite all the horror stories about call centers and their customers, there are also a surprising number of positive aspects to working in one.
1/9/2015

Optimize Your Numbers for Best Results
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
1/7/2015

Leading Contact Center Company Plans Massive Expansion
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
12/23/2014

Call Center Stress? Try Hiring Virtual Staffers
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
12/18/2014

Use ALL Your Tools; Web Analytic Use Rising in Call Centers
Despite the rise in online shopping, many consumers polled say they'd like to speak with someone at call center first, before committing.
12/17/2014

Optimal Results in the Contact Center Come From Happier Workers: Reports
A new published report backs up the idea that remote call center agents can be a strong asset to any company if given the chance.
12/10/2014

Workforce Optimized as Contact Centers Return to Their US Roots
With a changing economy and the demand for better customer service, more companies are starting to move their call centers back to US soil.
12/9/2014

Optimizing its Assets, inContact Lands Another Big Client
The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions.
12/4/2014

Wellness Company Stays 'Healthy' with inContact's Help
inContact's many call center offerings are being used to help Colorado-based MINDBODY expand its business and keep customers coming back for more.
12/4/2014

Get Optimal Contact Center Results with Analytics
It seems to be the buzz-phrase of the moment, but "Customer Analytics" is gaining traction because it's something that actually works.
12/1/2014

Contact Center Workforce Spreading Thin in Vegas
New findings show that Las Vegas is among the top cities in the U.S. when it comes to the number of call center companies setting up shop there. Good for workers, not so much for the companies trying to hire them.
11/24/2014

APAC Call Centers Optimizing 'Experience' for Customers
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
11/20/2014

Call Center Complaints Down for New ACA Sign-Ups
States like Minnesota worked overtime in the lead-up to the relaunch of "Obamacare" in order to have their call centers and exchanges up and ready to go.
11/18/2014

Optimizing Call Center Ops Can Lead to a Better Customer Experience
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
11/13/2014

The Next Wave? Call Center Preparing to Receive E-911 Texts
E-911 operations across the U.S. are upgrading their equipment so they can work with a new FCC protocol and receive emergency text messages.
11/11/2014

Call Center Sees Disabled Vets as Valuable Asset
Disabled vets need and want work; call centers need steady employees. One visionary company is bringing the two together with successful results
11/6/2014

Not Tied to the Office: Call Centers Spreading to the Home
Where Contact Centers used to be exclusively in an office, more and more companies are allowing workers to use a home set-up.
11/3/2014

Optimize Your Staffers by Building Their Trust First
In the tech industry, buzzwords and "buzz-phrases" come and go almost daily. But one that's starting to show some strong staying power is the term "employee engagement."
10/31/2014

inContact Recognizes Top Service Providers
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
10/30/2014

Change is Good For Contact Centers
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
10/22/2014

Optimal Offering from inContact to Benefit Financial Company
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
10/22/2014

Optimization Starts with Choosing the Right Partner Company
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
10/17/2014

India Losing Call Centers to the Philippines: Finding
A new study says India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home.
10/13/2014

Workforce-Intelligent System Helps inContact Secure New Client
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
10/9/2014

Contact Centers Seeing Improvement, According to Study
When it comes to contact center customer service, a new report says about 60 percent of consumers reported they've seen an improvement in the service since 2013.
10/7/2014

Be Proactive in Building Valuable Customer Loyalty
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer's question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. "Keeping customers happy" doesn't have a simple recipe or checklist to follow.
10/3/2014

Tips for Selecting an Outbound Contact Center Services Provider
While outsourced outbound contact center services are a good option for many companies who wish to put their outbound campaigns in the hands of professionals, it's critical to examine the details. There are vast chasms of quality between different outsourced services providers. Before you look, know what you want.
10/3/2014

Report Shows Importance of Cloud to Call Centers
The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out.
9/26/2014

Utilities Company Utilizes inContact Solution
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
9/25/2014

On-Premises Contact Center Moves to the Cloud
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
9/15/2014

Biometrics can Aid in Fight Against Call Center Fraud
A new report, "Preventing fraud in the call center: Use voice biometrics, phone printing," addresses the issue of call center fraud and the steps operators can take to mitigate this threat.
9/15/2014

Fight Fraud at the Call Center Level
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.
9/12/2014

Call Centers Optimizing People to Their Best Advantage
The U.S. call center industry, after taking years of hits when the recession first began in 2008, seems to be looking brighter as of late. Many companies that were laying people off are now taking on call center agents in large numbers.
9/9/2014

Help Your Workers by Choosing a Quality Headset
The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear.
9/4/2014

Optimize your Customers' Needs for Best Results
It's not uncommon for a company to employ IVR technology to streamline common interactions or to launch a survey. If a consumer can easily answer a few questions before they end a call, you may be more likely to capture the actual voice.
9/3/2014

Workforce Works Better When 'Engaged'
The 'employee engagement funnel' may sound like some sort of human resources torture device, but in reality it's the metaphorical process that companies must urge employees through to attain high employee engagement.
8/27/2014

inContact Optimizes Consumer Protection Company
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
8/26/2014

Company Branding Helped by Engaged Employees
Many companies are striving to build their reputations online and in social media through customer advocacy programs that induce happy customers to act as unpaid "brand ambassadors in social media settings."
8/20/2014

inContact's Cloud Solution Utilized Again
A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.
8/19/2014

A 'Must" for Call Centers
It's no surprise the call center is viewed as a cost center, stressing even the most experienced of leaders. But call center services that capture operational data can quickly link that to agent performance and demonstrate their value.
8/13/2014

Latin America Sees Strong Call Center Growth
A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.
8/11/2014

Optimize Your Staff by Getting Them Involved
Research tells us that most American employees are disengaged from their jobs, and this is a big problem. Engaged employees are far more productive and innovative, and are needed to grow a company successfully.
8/7/2014

inContact's Cloud Platform Wins Again
inContact, a provider of cloud contact center software and contact center agent optimization tools, recently announced that its cloud software platform had been selected by a leading e-commerce firm.
8/4/2014

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