» Call Center Workforce Optimization Featured Articles

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.
7/22/2014

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.
7/21/2014

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.
7/17/2014

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.
7/16/2014

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.
7/10/2014

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.
7/8/2014

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.
7/2/2014

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.
7/2/2014

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.
6/26/2014

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.
6/24/2014

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.
6/19/2014

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.
6/18/2014

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.
6/10/2014

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.
6/9/2014

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.
6/4/2014

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.
6/3/2014

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.
5/28/2014

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.
5/27/2014

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.
5/20/2014

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.
5/19/2014

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.
5/15/2014

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.
5/14/2014

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.
5/7/2014

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.
5/6/2014

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.
5/6/2014

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.
5/2/2014

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.
4/30/2014

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.
4/21/2014

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.
4/21/2014

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.
4/16/2014

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.
4/15/2014

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.
4/15/2014

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.
4/14/2014

inContact Returns to Trade Group to Better Optimize Staff Efforts
The CCNG (Call Center Network Group), a contact center professional peer network, recently announced the return of its partner inContact, an organization that develops software solutions for call centers.
4/10/2014

Making the Most of Your Call Center Staff
Every business should think about how their customers reach them, and whether formalizing customer service into a contact center application makes sense.
4/9/2014

Emirates to Open New Customer Contact Center in Budapest
Emirates recently announced its plans to open up a new customer contact center in Budapest. The facility will be managed by 300 professionals who will handle calls and emails in nine languages.
4/3/2014

'Chiller Outage' Impacts L.A. Customer Service Ops
On Monday, the Los Angeles Department of Water and Power experienced an incident which caused a disruption to its customer service operations because even the backup system failed.
4/3/2014

Ways and Means to Improve CRM in the Call Center
To achieve the highest levels of customer satisfaction, it is important for every company to have good CRM practices, which are more important for call center industries than for any other industry.
3/28/2014

inContact Cloud Solution Helps a Financial Services Company Cash In
A financial service company will now be closer to its service and efficiency objectives in the U.S. and internationally by leveraging the features of the inContact cloud solution.
3/28/2014

Employees Are the Secret to Successful Call Centers
One of the most important secrets to running a successful call center is the motivation levels of employees. They are the pillars of the business as their performance determines the overall quality of service offered.
3/26/2014

New York Says Its Call Centers Are Ready for ACA Deadline
In New York state, the end of signups for Obamacare is expected to pass without incident, despite increased call volumes at the state's healthcare exchange call centers.
3/24/2014

Put Your Tech Dollars Where They'll Improve the Customer Experience
Many contact centers today may be finding that their customer satisfaction is backsliding, for a number of reasons. But if customer satisfaction is on the decline, any company worth its salt will take steps to remedy the situation.
3/18/2014

Large Insurance Provider Selects inContact for Call Center Solution
A large insurance provider has selected inContact, a provider of cloud contact center software and contact center agent optimization tools, to replace its legacy software with a cloud solution that will support high-quality customer experiences.
3/17/2014

StarTek Adopts AT&T Cloud to Improve Services
Cloud technology is giving organizations the ability to improve the way they operate by providing them with the infrastructure, platform and service which previously was only available to large enterprises.
3/17/2014

Utah Becoming a Haven for Call Centers
Tulsa, OK, has built itself up over the last 20 years as a place where call centers come to set up shop because the business community is friendly to them.
3/17/2014

Big Changes in TeleSales Needed to Keep Service Alive, in Demand
After taking a look at industry standards, the next big trend for 2014 is a reorganization of the telesales process. It's set to see some of the most dramatic changes over the next few months.
3/17/2014

Save More Money Using Intelligent Agents to Train Your People
The creation of virtual agents for the contact center is one of those ideas that just might be crazy enough to work. The ability to get a result quickly may be more important than having a nice chat with Customer Service Rep Joe.
3/12/2014

Gamification in the Call Center Can Mean Victory for Employees, Employers
Gamification is a big deal when it comes to learning and working; it provides an outlet for call center employees to work together while promoting a healthy work environment.
3/11/2014

Call Centers Handling Obamacare Enrollment Winding Down
The healthcare initiative, which relied heavily on call centers to provide consumers with valuable information about Obamacare, is winding down, and many of the centers are shutting down or severely cutting their workforce.
3/11/2014

inContact Lauded for Customer-Oriented Solutions
inContact has received a 2014 Customer Service leader Award for contact center infrastructure, a fitting culmination to the company's efforts to "up" services for its customers with innovative product launches and bold initiatives.
3/11/2014

OpenTech Alliance Aims to Boost Self-Storage Client Services to the Next Generation
OpenTech Alliance Inc. has announced a new consultancy relationship with Carol Krendl, the current CEO of SkilCheck Services Inc., which is an employee-evaluation firm specializing in self-storage service employees.
3/10/2014

It's Time to Listen to Call Center Customers
If you work in the call center industry, you hear your customers all the time. But do you ever actually listen to them? It might sound like semantics, but there is a real skill - and value to be gained - in actually listening to what your customers are saying.
3/6/2014

Will StarTek's Gamble of a Second Call Center in Honduras Pay Off?
Not content to rest on the laurels of success with its previous call centers in Latin and Central America, StarTek, a major BPO player, has been strategizing to further expand its near-shore footprint.
3/4/2014

Canadian Call Center in Danger of April Shutdown
Call centers downsizing really is nothing new; the market and the need for employees tends to fluctuate from one year or even from one month to the next, as employees at a center in Charlottetown, Canada recently discovered.
3/4/2014

Washington State Health Care Exchange Call Center Seeing Long Wait Times
Despite the fact that the Washington State call center has hired additional operators in anticipation of increased contact loads, callers are running into wait times three times as long as when the healthcare exchange first opened.
3/4/2014

Think Smarter: Use UC to Address Every Customer Touchpoint at Call Centers
A survey conducted by Dimension Data found electronic messaging and smartphone applications are the preferred method of contact, with the telephone being the third most popular choice by Generation Y.
3/3/2014

Contact Center Vendors: Perk Up -- It's Not the End of the World
The contact center market has apparently reached a state of equilibrium from where it can no longer grow. It's natural for vendors to feel shaky, but new research shows a matured market is only a sign of "redirected opportunities."
3/3/2014

Florida Call Center Cutting Staff Due to Lower ACA Contacts
General Dynamics is one company struggling with the looming deadline of signups for the Affordable Care Act that it has decided to cut its staff at its Lynn Haven, Fla., call center.
3/3/2014

Serco: Show Customers That 'You Care'
A new whitepaper by international service company Serco observes that customer service is not just about call resolution and volume handling; it's something that stems from within - attitude.
2/28/2014

How to Use Call Center Services to Create a Happy Customer
The happy customer is one who doesn't contact the company very often, is more likely to make additional purchases and tell their friends why your brand is better than others.
2/27/2014

Why Spend So Much Getting Customers to Call, Only to Put Them On Hold?
An uncomfortable study commissioned last year by text-message service TalkTo concluded that the average American spends about 13 hours on hold each year.
2/25/2014

ClearView, SpiceCSM and inContact Enhance Visibility and Business Intelligence
SpiceCSM and ClearView will be initiating a three-way integration with each other and with inContact, the companies have announced.
2/24/2014

Need to Raise Your Call Center Quality? Be Cloud-Bound
Call center customers are on edge from the get-go, and just about anything can raise their stress level even higher; even something as benign as "too many" rings before the call is answered.
2/21/2014

Verizon Ends Over 1,000 Jobs in Pennsylvania Call Centers
Starting on May 8th, Verizon will be closing the doors to five of its customer-support call centers, which will affect the careers of around 5,200 employees.
2/19/2014

Combining Inside Sales, Customer and Technical Support into One Profitable Operation
While most companies are aware of the reasons they need contact centers - they are expected by customers, and without customers, companies can't survive - few companies are thrilled to run them.
2/19/2014

TCPA Changes Bring Continuing Robocall Consumer Protections and Accountability for Call Centers
Nowadays, those who engage in an unwanted telemarketing practices will be held accountable for their actions, and violators will be faced with steep penalties.
2/18/2014

Comcast to Keep TWC Call Center Jobs in New York
Lucky for the hundreds of Time Warner Cable call center staff in Western New York, Comcast will be keeping everyone in order to ensure its new customers continue to have access to the call center.
2/18/2014

Continental Message Solution Intros New Customer Service Translation Solution
Ohio-based Continental Message Solution, a provider of outsourced customer care and emergency call center services, has unveiled its new customer service translation solution.
2/18/2014

The Evolution of the Call Center May Bring it Home
There's a disturbing trend taking place in call centers this month: they're closing. But companies of more than 100 employees are required to give at least sixty days advance notice of impending layoffs.
2/12/2014

Snowed in? Work-at-Home Call Center Agents Keep Working
It's winter, so snow is to be expected. But here in the Northeast, we're looking at a possible 14-inch snowfall on Thursday, Feb. 13. That's on top of last week's 10", plus various other storms that have slammed us. So far, the winter of 2014 has been a boon for ski resorts, plow-truck drivers and snow-blower sellers. For the rest of us? Well, spring can't get here fast enough.
2/12/2014

Collaboration Technologies Help Businesses Engage Call Center Customers More
With the emergence of multiple channels of customer interactions including voice, email, social media and Web, businesses now have the opportunity to engage customers in meaningful interactions.
2/11/2014

Critical Steps in Choosing a Contact Center Services Partner
Small Business Trends recently asked a panel of nine entrepreneurs from the Young Entrepreneur Council (YEC) what the most important factor is when considering the purchase of outsourced contact center services.
2/10/2014

Maine Looks at Bill to Protect Call Center Jobs
A bill sponsored by Maine Sen. Troy Jackson is designed to keep Maine companies from exporting call center jobs overseas by penalizing the offenders of the proposed Act.
2/10/2014

Customer Satisfaction Is Key for Improving Wireless Carrier Re-Contract Rate
For all the new technology in the burgeoning mobile industry, the old-fashioned notion of customer service is still king, according to the latest J.D. Power customer satisfaction studies.
2/7/2014

Raise Your Call Center Quality by Going to the Cloud
As anyone in the business will attest, call center customers are a fickle bunch, and they rarely call to heap praise on a company. Usually when the phone rings, there is some kind of problem, peeve or personal issue that has vexed them enough that they've tracked down your number and want a resolution now.
2/6/2014

A Most Timely Idea: Work-at-Home Call Center Agents
So far, the winter of 2014 has been a boon for ski resorts, plow-truck drivers and hardware stores selling salt, sand and shovels. For the rest of us? Not so much.
2/5/2014

Florida Tax Collector's Office Moving from IVR to Call Center
The Pasco County (Fla.) Tax Collector's office believes that its transition to a call center, rather than a call program, will mean happier citizens who get quick answers to their questions.
2/4/2014

inContact's Solution Wins TMC's 2014 CUSTOMER Magazine Product of the Year Award
inContact's Personal Connection Outbound Solution has won the 2014 CUSTOMER Magazine Product of the Year Award, TMC has reported. The award recognizes products and solutions that have truly improved the customer experience.
2/4/2014

Emergency Response Time Boosted in India with New Call Center App
A non-profit organization offering emergency management services in India, has devised a mobile application that automatically picks up the location of the caller and flashes the information to the centralized call center.
2/3/2014

Conduit Global to Open New Call Center in Memphis Area
Conduit Global, a premier call center operator, recently announced plans to launch a new facility, which will add 1,000 jobs to the Memphis area in the next three to five years.
1/27/2014

Savers Thrift Stores Adding Jobs at El Paso Call Center
Savers' family of thrift stores has opened a new call center that is expected to employ as many as 450 people in El Paso, Texas.
1/27/2014

Fusion Call Centers Move Operations from Arizona to Nevada
Fusion Contact Centers announced late last week that it would be bringing its headquarters from Arizona to Reno, Nev.
1/27/2014

Survey Reveals Contact Centers Have to Adapt to Generation Y
The 2013/2014 Global Contact Center Benchmarking Report by Dimension Data reveals contact centers have to start introducing operating models to address the needs of Generation Y.
1/27/2014

Island Outsourcers Expands Operations into the Bahamas with New Contact Center
Island Outsourcers, a Jamaican BPO firm, recently launched a new contact center in the Bahamas that will offer advanced technology critical to meeting the demands of the outsourcing market.
1/27/2014

Kansas Call Center to Receive More Work after Starwood Hotels Shuts Down California Facility
Starwood Hotels has announced that it will close its call center in Lancaster, Calif. and transfer that facility's duties to the company's other call centers.
1/27/2014

The Balaka Call Center Hotline Helps Solve the Healthcare Crisis in Malawi
The Balaka call center in Malawi, Africa, serves a community of more than 200,000 people and handles inbound calls to answer health questions from residents of four surrounding districts.
1/24/2014

Contact Centers are Good Business for Cities on the Rebound
Cities across the U.S. have found new ways to remarket themselves -- drawing industry they never considered -- and call centers have been a boon for locations looking for clean industry that provides a lot of jobs.
1/23/2014

Do You Know Your Call Center Law?
There are many legal issues that lurk under the surface of contact center work, however, and they are numerous enough that most contact centers risk falling into a legal pitfall at least once in a while.
1/21/2014

Connecticut Healthcare Exchange Having Problems with Call Volume
With the rocky rollout of the Affordable Care Act (ACA), the success rate of the state healthcare exchanges has been hit or miss. One state stuck in the middle is Connecticut.
1/21/2014

Health Services Company Chooses inContact for Cloud Contact Center Solutions
A premier health management solutions company announced it has opted for inContact to unify contact center operations across ten locations and 200 contact center agents.
1/21/2014

Do BPO Workers Need Unions?
As call centers increase their staff, there are questions surrounding labor laws and rules for these employees. The biggest one is whether it is necessary for business process outsourcing workers to organize themselves into unions.
1/16/2014

Aspire Readies its Call and Contact Center Division for 21st Century Business
Aspire's expanded service lineup is designed for those organizations that are eager to upgrade their call center environments, so that they can play an increasingly important role in profit generation.
1/15/2014

New Study Offers Updated Tools for Measuring Call Center Caller Patience
Even with call center use declining, phone agents are still a must-have for most large companies, which means finding the sweet spot between staffing and customer experience quality.
1/15/2014

Comings & Goings: inContact Names New CTO
Continuing its upward trajectory in a crowded field, cloud contact center software leader inContact has announced that it has named a new Chief Technology Officer.
1/14/2014

Ibex Global Adds 250 Jobs to its Call Centers in West Virginia
The call center industry, which is famous for its offshoring, has been increasing its domestic presence by opening more new centers and increasing the number of employees in its existing ones.
1/14/2014

Kentucky Health Cooperative Expands Hours to Address ACA Questions
In an effort to keep up with burgeoning demand brought on by the Affordable Care Act (ACA), the Kentucky Health Cooperative is adding call center staff and extending hours.
1/10/2014

How Call Center Services Can Protect Your Brand
As the battle to win and maintain customers is getting more challenging to fight, companies are recognizing they have a valuable tool right within their own walls with call center services.
1/8/2014

The Call Center of the Near Future is on the Agents' Heads
Many of the technologies in the contact center have evolved in subtle ways. Externally, the most notable tool of the contact center agent - the headset - hasn't changed much.
1/7/2014

Travelers Light Up Cruise Contact Centers to Beat the Post-Holiday Blues
While the retail contact center industry takes a large breath of relief at this time of year, stressed and frazzled from holiday buying and returns, another industry ramps up its contact centers: passenger cruise lines.
1/6/2014

The Philippines to add 124,000 Call Center Jobs in 2014
The call center business is booming in the Philippines, potentially adding 124,000 jobs a year for the next three years, according to government estimates.
1/3/2014

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FEATURED BRIEF

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.

FEATURED DATASHEETS

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.

FEATURED WHITEPAPERS

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.

FEATURED eBOOKS

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.