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Contact Center Outsourcing Feature Articles

Cloud Aids Outsourcing in Contact 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.
inContact's Customer Survey Solution to Benefit Utility Company
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
Even Outsourced Centers Can be Cloud-Bound
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.
Call Center Fraud Can be Blocked by Biometrics
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.
Even Outsourced Call Centers Can Yield Rich Data
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.
Outsourcing Starting To Come Back Home
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.
Outsourced Workers Deserve a Comfortable Headset, Too
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.
Use IVR to Hear What Your Callers are Really Saying
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.
Even Outsourced Workers Need to be 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.
Consumer Protection Company Moves Up with inContact
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
Finding Says Engaged Employees Help Promote Your Brand
For smart companies, the place where employee engagement meets customer engagement and advocacy is through 'employee advocacy.'
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