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Contact Center Outsourcing Feature Articles

Even Outsourced Workers Need to be Engaged
The 'employee engagement funnel' may sound like some sort of human resources torture device, but in reality it's the metaphorical process that companies must urge employees through to attain high employee engagement.
Consumer Protection Company Moves Up with inContact
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
Finding Says Engaged Employees Help Promote Your Brand
For smart companies, the place where employee engagement meets customer engagement and advocacy is through 'employee advocacy.'
Financial Service Firm OKs inContact Solution
A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.
How Do You Rate Your Workers' Performance?
It's no surprise the call center is viewed as a cost center, stressing even the most experienced of leaders. But call center services that capture operational data can quickly link that to agent performance and demonstrate their value.
Outsourcing to Latin America? You've Got Company
A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.
Involved Employees are Productive Employees
Research tells us that most American employees are disengaged from their jobs, and this is a big problem. Engaged employees are far more productive and innovative, and are needed to grow a company successfully.
Cloud Software Platform? inContact has the Solution
inContact, a provider of cloud contact center software and contact center agent optimization tools, recently announced that its cloud software platform had been selected by a leading e-commerce firm.
Obamacare Calls Continue Past Deadline
While the deadline for the Affordable Care Act (ACA) open enrollment period is long past, call centers, especially those in California, are still working the phone lines to help people who are waiting for their applications to be processed.
Contact Center Looking at Big Changes
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
With Outsourcing Fading, Millennial Workers are Looking Better
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
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