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ACD Software Feature Articles

Contact Center: Hidden Source of Profits?
Although within the corporate view contact centers are sometimes seen as a necessary evil, it is the department that has direct dealings in order to support the company's customers.
Industry Confab Set to Boost Contact Centers
Running a busy contact center is a time-consuming task. It's easy to get bogged down in the problems, both big and small, which plague nearly every center.
Call Centers Are Feeling the Burn
Nearly all survey respondents -- 96 percent -- said their contact center functions were expanding, according to the survey of 300 businesses on five continents.
Time Warner Cable Ruling Puts the New TCPA Clarification into Practice
We're already starting to see the FCC's recent TCPA clarifications put into practice. A U.S. District Court for the Southern District of New York recently used the clarification in deciding the merits of a TCPA violation case.
Even ACD Callers Need a Human Touch Occasionally
It's important to focus on a few critical points, and make sure everyone in your call center is on board with at least the basics.
Analytics: The New Buzzword in Contact Centers
Those calls coming in are more than just a conversation between two people: They can provide a wealth of information about the caller
Finding: Government Follows Private Sector for Call Center Satisfaction
According to new data, citizen satisfaction with government contact centers improved from 2014. But the private side still rates higher.
'Calling' is Now One Option of Many in Contact Centers
Social media has become so ingrained in American society that the outsider these days is someone who doesn't participate in this new way of communicating.
Contact Centers Benefit from Proper Staff Management
According to a recent blog post, workforce management software is coming into its own, and with good reason.
Cloud Client Goes All In
A new client of inContact, a leading provider of cloud contact center software and contact center agent optimization tools, liked what it saw so it increased its commitment.
'Social' in the Call Center? inContact's All Over It
For those not familiar with inContact, the company sells a WFO solution powered by Verint that targets enterprise-level operations while its Uptivity WFO solution is designed for small to midsize contact centers.
To Succeed, Contact Centers Need to Help Their People
A call center job is viewed as an entry-level position and paid accordingly. But one insider thinks they can do better.
Call Center Stress? Not (Entirely) Your Fault
Today's consumer is hyper-connected and more informed than ever, and many attempt to solve their problem without the help of a call center representative. That's a problem.
Top Call Center Agents Worth Their Weight in Gold
Every contact center has them: high achievers who are perfectly aligned with their work and show it in their performance.
City Sees Value in Cloud Call Center
inContact's flexible and scalable cloud platform is expected to help a local government meet the demands of population growth.
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