» Call Center Workforce Optimization Featured Articles

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.

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.

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.

Optimal Results Expected from New Collaboration
Call center leader inContact has signed another new client for its cloud-based solution

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.

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.

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.

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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

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?

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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."

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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."

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.

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.

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.

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.

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.

Contact Centers Still Getting ACA Calls
While the deadline for the Affordable Care Act (ACA) open enrollment period is long past, call centers, especially those in California, are still working the phone lines to help people who are waiting for their applications to be processed.

Getting the Best from Your Call Center Satff
At the heart of the call center, the phone is still the primary source of contact between customers and agents.

Given a Chance, Millennials can be Optimal Workers
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.

Call Center Workers Can Rise to a Challenge
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.

How to Optimize your Own Call center Efforts
One of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.

inContact Scores Coup in Health Industry
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.

Optimize Your Contact Center via Social Media
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.

Keep Workers Happy by Offering Flex-Time
The typical 9-5 workday is seeing a transformation, thanks to technology and flexible shifts, and now lawmakers on both sides of the pond are taking it into consideration to favor more employee-friendly practices.

Calls Optimized with Clear-Hearing Headsets
The headset is the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well.

Insurance Companies Optimize their Call Centers
Recent changes in laws regarding health insurance have made insurance companies more cognizant of the changing demands on their customer contact centers.

Optimize Your Staffers with incentives
There's a lot of talk about engaging customers these days, but engaging employees also tends to be a key component of business success.

Optimize Your Use of Social Media
In these days of multichannel marketing, omnichannel customer support and social media engagement, any isolation in the customer support process simply isn't cutting it.

Optimizing Your Offshore Call Center
Offshore call center outsourcing doesn't always fail to impress customers simply because the agents have accents or the idea violates their sense of patriotism. Too often, the venture fails simply because it's poorly managed.

inContact Optimizes Personal Connections
inContact, Inc., a provider of cloud contact center software and contact center agent optimization tools, has announced that its Personal Connection Outbound Solution has been selected by a leader in professional education and training.

Webinar Will Demonstrate Better Call Center Ops
An ultimate goal today is to eliminate the common disconnection between workforce optimization and contact center infrastructure systems, a problem that plagues many, if not most, contact centers.

Optimize Your Call Center Workers' Safety
Many think noise-induced hearing loss is only a concern for those in nosy industries but this condition can also affect people that work in a call center. Many agents, in fact, have suffered work-related hearing loss.

Call Centers in Brazil See Brighter Future
Frost & Sullivan believes that Brazil's call center outsourcing market will bounce back after the initial hiccups of the past year.

Be Your Best Call Center, the Paperless Way
The U.K.'s Call Centre Helper took a look at an elusive notion and offered up some advice on how to make the dream of a paperless call center a reality.

Make Sure Call Center Staffers Know How To Retain Customers
The chances of selling to an existing customer are between 60 and 70 percent at any one time. Selling to a new customer happens between five and 20 percent of the time.

Optimize Your ROI with Personal Service
Call center focus these days is on the integrated multi-channel customer service experience -- engaging customers in automated conversations across multiple interaction channels, an efficient customer-service experience.

Optimize Your Customers for Better Results
Since customers are at the heart of every successful business, maintaining and growing a customer base is vital, as is managing the interaction with it.

Multichannels Optimize Your Workflow
Many contact centers today claim to be "multichannel," but as with any complex business definition, the term means different things to different companies.

Be Your Best by Treating Customers Best
While conventional wisdom tells us that contact centers today need to be delighting customers at every turn, the reality is that most contact centers struggle to keep their heads above water.

Call Centers Optimized by inContact's Cloud Connection
inContact, the leading provider of cloud contact center software and contact center agent optimization tools, recently debuted the first of its major platform enhancements for 2014.

Manage Your Staff Better via the Cloud
In a recent blog post, Marina Antestenis, Senior Director of Demand Marketing for inContact, took a closer look at the cloud and how using it can benefit contact centers.

Optimize Call Center Ops with New Webinar
As contact centers take on greater prominence in the business world, the number of challenges with running and managing such centers seems to rise exponentially. But it doesn't have to be a troubling way to do business.

Optimize Your Chances of Success by Listening, Reacting
A new report indicates that call center satisfaction dropped by about 10 percent in 2013. That should make anyone who is running a call center take a second look at the way their center is being operated.

Optimizing Social media in the Call Center
If there's such a thing as a frontier in customer service, it's customer service by social media. Social customer service is still open to pioneers that are willing to put a lot of effort into carving a niche.

inContact Optimizes Call Center Ops
inContact, a provider of cloud contact center software and contact center agent optimization tools, announced that it has made enhancements to its all-in-one cloud suite.

Another Win for inContact
The need to have innovative technology and a commitment to outstanding service is necessary in today's contact centers. Hence, one of the world's largest organizations of business professionals has selected inContact for that need.

In Some Cases, Optimization Means Responding Faster
According to a recent survey, a new study shows that in Australia in particular, customers expect their customer service contacts to be really, really quick.

Make Your Call Center Staff the Best it Can Be
Modern call centers invest heavily in computer-telephone integration technology and applications that help agents have control on a variety of phone functions and deliver highly efficient, call center-based CRM solutions.

Optimize Your Call Center Needs with Social Media
Social media is the marketing and customer support channel that has launched a thousand white papers, and it's complex for a number of reasons.

Speaking Up: Call Center Adds Diverse Languages
Call center giant Open Access BPO announced that it has added voice-based customer service in four more languages: Vietnamese, Thai, Bahasa Malaysia, and Bahasa Indonesia.

Best Use of Call center's Time? It Might be Web Chat
A new study by HeyWire Business that said more than 52 percent of respondents said they would be likely to text with a customer service agent.

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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.