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Contact Center Outsourcing Feature Articles

Contact Center Makes 'Healthy' Choice
A new customer will utilize inContact's cloud-based contact center platform to provide easy service to consumers through a mixed network of both contact center and at-home agents.
Healthcare Contact Centers Need a Checkup
A writer took a look at call centers in the healthcare industry, and spelled out why they must pay particular attention to ensuring customers have a positive experience when they call in.
Finding: Contact Center Needs to Keep Lines Open
Forrester research says that said the phone is still the most widely used customer contact tool.
In the Call Center, Training Matters
New agents need to go through a comprehensive training program to prepare them for the rigors of contact center work.
Surprise: Callers Would Rather Solve Their Own Problems
It's understood that customers would rather solve their own problems, but not every call center is set up to help them do so.
Cloud Solution? Go With a Winner
Some of the unique features offered by inContact have propelled it to the top of its field.
Are Contact Centers at Risk of Obsolescence?
Imagine a world where you no longer have to call a contact center to get an issue resolved.
Study Advises Latin American Markets
The devaluation of Latin American currencies against the U.S. dollar is dampening investments in contact center systems. But all is not lost.
Is Your Contact Center Falling Short?
Nearly one in four of those surveyed said their No. 1 goal is to improve Customer Experience in the New Year.
Even Outsourced Centers Need to go 'Omni-Channel'
When call centers think omni-channel, they think multi-channel with panache. And yet it's so much more than that.
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