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Contact Center Outsourcing Feature Articles

Social Media Playing Bigger Role, Even in Outsourced Situations
With folks no longer just content to pick up a phone and wade through a menu of options, many customers are now actively seeking out a better way to reach out.
Manage Your Staff, Manage Expectations
Workforce management is the new buzz-phrase for call centers for a reason. It works.
InContact Adds to Customers' Arsenal
A global BPO customer signed on with inContact, then decided to up its commitment.
Call Center Week Unveiled New Partnership
InContact was at Call Center Week recently, talking about its new partnership with artificial intelligence-based IVR company SmartAction.
Pay a Little More, Get a Lot More
If you boost workers' pay, will results go up as well? One insider says 'yes'.
Pay a Little More, Get a Lot More
If you boost workers' pay, will results go up as well? One insider says 'yes'.
Outsourcing Your Call Center? Prep Your People Properly
Some 75 percent of consumers surveyed reported still feeling frustrated at the end of a customer service call, even if their problem was successfully resolved.
'Keep the Customer Satisfied' Starts With Staffing
In many cases, good workers solve problems that managers don't even know exist yet.
Call Center Leader Notches Another Win
Cloud contact center software leader inContact has added another feather to its cap with word of a contract award by a major metropolitan city.
Can They Hear You Clearly?
Callers really just want to hear a clear-sounding voice that gives easy-to-follow directions. It would seem to be a no-brainer. Some companies haven't gotten the message.
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