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Contact Center Outsourcing Feature Articles

Outsourcing Among Issues to be Tackled at ICUC Conference
InContact's upcoming trade show will include breakout sessions organized by contact center job function, including executives, managers, technical and IT specialists, workforce optimization specialists as well as contact center tours.
Study Says Contact Centers Will be Taking on Bigger Roles
To no one's surprise, a recent study found that contact centers are playing a growing role in business strategy.
This Ain't No Game: Run Your Call Center Like a Sports Team
Following the playbook -- whether at work or on the field -- can make a huge difference in the outcome.
Outsource Your Work, but 'Insource' Your Humanity
There are certain steps every contact center should understand to maintain good customers relations.
What Customers Say Has Real Value: Blog
In today's digital world, it would be easy to assume that emerging communications channels (social, mobile, web chat, etc.) will eventually eclipse traditional channels such as the telephone. But not just yet.
Room for Improvement at Federal Call Centers: Finding
Governement call centers are lagging behind their private counterparts, but they are on an upswing.
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.
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