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Contact Center Outsourcing Feature Articles

'Stress' Season is Here for Call Center Operators
By improving your self-service options, you're are improving the productivity of the agents who are taking calls, since they are dealing with fewer calls.
Five-Year Plan Looks Good for One Industry
There is expected to be significant growth in contact center outsourcing as a majority of organizations are relying on third parties that specialize in contact center services.
The Right Tools Make the Job Easier
While having premier technology is crucial, helping companies achieve their goals is essential.
Man or Machine? Making an Argument for the Former
Human intuition is something that has value when parsing data, something which machines have not yet perfected.
Good News for Contact Centers
A just released survey shows that contact centers based in the cloud are doing better than expected.
Updated Headsets in the Call Center Seen Expanding
The proliferation and adoption of business desktop communications clients is driving the purchase of professional headsets in the contact center.
Outbound Communications Key for Expansion
For outbound communications, a major transport company will leverage inContact's Personal Connection dialer to increase productivity.
Outsourced Centers Thrive With the Proper Tools
Desktop Analytics is often integrated with a CRM solution and used in conjunction with Speech Analytics to provide a holistic view of agent performance and organizational processes.
Calling All College Students; You Owe Us
Current rules at the Federal Communications Commission (FCC) do not allow companies that process federal student loans, housing mortgages, or tax filings to reach consumers with automatic, computer-generated calls. That may change.
Contact Center 'Fixes' Available to All
Everything can be improved, even your call center. All it takes is a close eye on operations and the bottom line.
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