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ACD Software Feature Articles

Call Center Tax Break Under Fire
There's reportedly a movement taking shape to do away with a current "income tax holiday" on call center business in the Philippines.
Call Center Support Sessions Set for March, April
CCNG has just announced upcoming March and April Customer Experience and Engagement regional events sponsored by CCNG members.
Call Centers Seen as South-Bound
Central America might well be the next big area for contact centers. Low costs and closeness make it a natural.
Philippines Contact Centers See Strong Growth
A report from the Philippines says that the country will add another 100,000 workers this year to its current 686,000-strong call center workforce.
Once Dialed, How Do You Treat Customers?
Surveys show that customers can always tell when the operator is reading off a script, and they rightfully resent it.
Boost Your ACD Efforts by Implementing Change
A good quality monitoring form makes it easy for call centers to adapt to needed changes, including both yes/no questions and rate-scoring questions.
ACD Technology from inContact is Key to Company Expansion
Leading cloud contact center software developer inContact had a pretty good year in 2014, and it looks like this year will continue that trend.
Measuring Metrics Takes on More Importance
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
inContact Marks Another Success
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
Extra Staffing Can Help with Contact Center Onslaught
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
Web Analytics Gaining in Call Centers
Despite the rise in online shopping, many consumers polled say they'd like to speak with someone at call center first, before committing.
Call Centers Need to Get More 'Social'
Social media has firmly cemented its place in society. Now call centers need to get on board as well, so that those using it have another way to reach out for help.
Homeward Bound: Call Centers Returning to US
With a changing economy and the demand for better customer service, more companies are starting to move their call centers back to US soil.
inContact's ACD Capability Helps Land Them Another Client
The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions.
inContact Swoops in the Help Health Company Stay That Way
inContact's many call center offerings are being used to help Colorado-based MINDBODY expand its business and keep customers coming back for more.
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