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Contact Center Outsourcing Feature Articles

Contact Center Woes? Look to the Top
New research has uncovered what many disgruntled workers have felt for some time: it's management's fault.
Today's Challenge: Keep New Hires Engaged
Adult learners need to be stimulated and entertained in order to absorb and retain the knowledge required to dazzle customers.
Either In-House or Outsourced, Cloud is the Preferred Choice
The flexibility of the cloud will deliver capacity to grow and the ability to scale up and down to meet the seasonal needs of one healthcare business.
inContact Bringing Cloud Option to BPO Client
A new client needed a contact center solution that can adapt as they win new clients and quickly add new campaigns. InContact was their choice.
Who Said What? Analyzing Call Data Pays Off
Contact centers are at the forefront of customer satisfaction, and everyone from agents to executives are now interested in the data gathered by them.
Findings Show Some Surprises in Call Center Expectations
A new free report from inContact shows, among other findings, that customers will pay more for a good service reputation.
Sea-Change Coming to How Contact Centers Operate
Even 30 seconds is too long for today's in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels.
Outsourced Contact Centers Need Monitoring for Customer Care
Most organizations evaluate less than one percent of an agent's total monthly calls for quality. That needs to change.
Research Shows Rumbling Among Contact Center Callers
A new study found today's consumers expect a number of call center channels to be readily accessible to them.
Stress Reduced as Vacation Planner Takes to the Cloud
inContact's call center cloud platform is set to help one company have a more comprehensive and strategic view of their operations.
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