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Contact Center Outsourcing Feature Articles

Caveat: Make Your Outsourcers Aware of Federal Regulations
Contact centers need to be aware of the altered definition of the "autodialer," new rules governing the reassignment of telephone numbers, consumer consent and revocation, and more.
Outsourcing Achieves Greater Heights via the Cloud
If you take the ubiquity of contact centers and add in the convenience and security of the cloud, you have a powerful reason to combine the two.
IoT Might Turn Outsourcing Inward Again
The time to start thinking about the IoT in the contact center is now, before it gets so big it's unmanageable.
No Matter the Client, Dissecting Customer Calls Pays Off
Making Speech Analytics results go viral across your enterprise is a great way to increase product awareness.
Cloud Customer Service Solution Triumphs
A county government will reportedly implement inContact's cloud platform with 300 agents up front, with the expectation of expanding operations down the road.
Many Solutions Cited in Contact Center Recognition
Recent recognition for inContact cited highlights of the vendor's portfolio include a user-friendly agent interface, multichannel routing, and Web collaboration.
Canada Could Capitalize on Nearshoring Trend in Coming Years
While Atlantic City can certainly attest that the United States call centers are starting to look at staying at home rather than reshoring, Canada is taking a new angle when it comes to seeking a low-cost location. Canada considers itself a near-shore option when it comes to American companies that are looking to be located somewhere other than the United States.
InContact in Focus with New Chief Strategy Officer
It's been said that you can't know where you're going if you don't know where you've been. And for inContact, the leading provider of cloud contact center software and contact center agent optimization tools, they've been someplace interesting: the forefront of the contact center industry.
Even Outsourced Call Center Staffers Know Your Business Well
The goal is to really understand where customers are coming from, what they want, and what they expect in the future
Report: Call Center Outsourcing Growing in Latin America
Frost & Sullivan reports that the Latin American contact center outsourcing (CCO) markets hit revenues of nearly $11 billion in 2014.
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