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Contact Center Outsourcing Feature Articles

Outsourced Call Centers Cutting Back on Technology Investments
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
This Time, Contact Centers Ready for Health Insurance Queries
States like Minnesota worked overtime in the lead-up to the relaunch of "Obamacare" in order to have their call centers and exchanges up and ready to go.
When Outsourcing, Be Sure Everyone is on the Same Page
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
Contact Center Outsourcing: Soon to be Gone for Good?
What call center businesses and customers may have on their hands in the next few decades is a reduction, a distillation to simpler times.
Seattle Company Brings Call Center Work to the Disabled
Over the next three years, Nicholson plans to expand its workforce to 1,000 agents nationwide. He also said he hopes other companies will be inspired by Direct Interactions, which has been recognized by the State of Washington and various nonprofits for its efforts in creating jobs for people with disabilities.
Philippines To Celebrate its Outsourcing Efforts with Call Center Week
Even though some call centers are migrating back to the US, The Philippines are still a force to be reckoned with within the industry.
Even Outsourced Workers Need to Feel Engaged
In the tech industry, buzzwords and "buzz-phrases" come and go almost daily. But one that's starting to show some strong staying power is the term "employee engagement."
Outstanding Contact Center Customers Honored
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
Need Better Contact Center Performance? Adapt to the Times
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
inContact's Cloud Platform a Hit With Financial Company
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
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