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ACD Software Feature Articles

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.
Using ACD? Here's How To Make the Best of Your Collected Data
It seems to be the buzz-phrase of the moment, but "Customer Analytics" is gaining traction because it's something that actually works.
Call Centers Maxing Out in One Western City
New findings show that Las Vegas is among the top cities in the U.S. when it comes to the number of call center companies setting up shop there. Good for workers, not so much for the companies trying to hire them.
Tech Taking a Back Seat to 'Customer Experience': Report
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.
Customer Experience is a New Goal for Call Centers
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.
ACD Offerings Help Push inContact to Strong earnings
inContact just came out with its earnings report, and numbers were good thanks in part to the company's many solid offerings in the contact center space.
Contact Center Opening Means More Jobs
Some folks in Kansas will be having a happier new year, thanks to an upcoming call center that's hiring.
Companies Collaborate to Combine ACD Functionality with Cloud Communications
Telecom solutions are increasingly becoming integrated with the cloud and savvy operators realize the importance of offering cloud platforms and services that enable flexibility and portability to their channel partners.
inContact Knows the Value of Trust
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."
Customers That 'Get It' Cited by inContact
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
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Featured Executive Priorities
Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities

Is your business prepared to succeed over the next 12 to 24 months? Each year, business leaders - regardless of size, industry sector or geographic location - sit down to budget for the coming year (and beyond, in some cases).

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inContact ACD

Featuring rich multi-channel ACD software to optimize your customer interactions.

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inContact Chat

inContact makes it easy to configure and route incoming chats to your agents. The application can automatically provide the chat requestor with a message indicating their position in queue.

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inContact Work Item Routing: SalesForce Case Routing

Lots of contact centers use SalesForce. Each day hundreds, even thousands of cases are referenced, created, and modified.

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