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Contact Center Outsourcing Feature Articles

School on the Line? They Might Be Calling From the Cloud
Collegiate contact centers are most often small groups staffed by representatives who have a wide range of tasks and responsibilities in addition to answering the phone. Utilizing the cloud can help.
Customers Set to Gain from Software Update
New features from inContact will support more proactive and personalized steps in the customer journey with updated campaign management and support for enterprise-level, 'agentless' campaigns.
Speech Analytics Role Seen as Growing
In call centers, there are a lot of moving parts that need to work together collectively in order to provide a great customer experience. Analytics is one of them.
Unifying Customer Interactions a Reachable Goal
Contact centers are transitioning over in a big way to advanced analytics. It's a welcome move whose time has come.
'Trust' Extends to Those in Your Call Center as Well
With companies seeking every business edge, one option is to let your workers make on the spot decisions.
Numbers Game: Survey Says Better Call Center Reporting Needed
With so many contact center authorities looking to make the jump to augmenting reporting tools, and some clear evidence to suggest its necessity, looking into these new tools and finding the right ones for an organization might be a good idea.
Strength in Numbers is Proven
Workfront selected inContact's cloud contact center solution with built-in call recording and playback, robust reporting and an easy-to-use interface.
Customer Service is Key to Business Growth: Survey
An independent study just released identifies a number of reasons why legacy call centers cannot meet the needs of today's consumer.
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.
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