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ACD Software Feature Articles

ACA Still Keeping Call Centers Busy
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.
Call Centers Prep for the Next decade
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
Need Help? Don't Overlook Millennials
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.
Call Center Agents Need Strong Support
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.
What's Trending in Call Centers?
One of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.
inContact Cloud Contact Center Gets 'Healthy'
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.
Social Media Rises in Call Center Importance
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.
Flexible Hours Add to Worker Satisfaction
The typical 9-5 workday is seeing a transformation, thanks to technology and flexible shifts, and now lawmakers on both sides of the pond are taking it into consideration to favor more employee-friendly practices.
In the Call Center, Headsets Matter
The headset is the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well.
Insurers Boost Contact Center Capabilities
Recent changes in laws regarding health insurance have made insurance companies more cognizant of the changing demands on their customer contact centers.
For Positive Results, Poll Your Workers
There's a lot of talk about engaging customers these days, but engaging employees also tends to be a key component of business success.
Engage Your Customers on Every Level
In these days of multichannel marketing, omnichannel customer support and social media engagement, any isolation in the customer support process simply isn't cutting it.
Who's Answering Offshore?
Offshore call center outsourcing doesn't always fail to impress customers simply because the agents have accents or the idea violates their sense of patriotism. Too often, the venture fails simply because it's poorly managed.
inContact Cited for Call Center Help
inContact, Inc., a provider of cloud contact center software and contact center agent optimization tools, has announced that its Personal Connection Outbound Solution has been selected by a leader in professional education and training.
Boost Call Center Performance via Better Management
An ultimate goal today is to eliminate the common disconnection between workforce optimization and contact center infrastructure systems, a problem that plagues many, if not most, contact centers.
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