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ACD Software Feature Articles

inContact Helps Call Center get Cloud-Bound
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
Stopping Fraud in the Call Center
A new report, "Preventing fraud in the call center: Use voice biometrics, phone printing," addresses the issue of call center fraud and the steps operators can take to mitigate this threat.
Call Center Info Can Help Prevent Fraud
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.
Call Centers Ramping Up Hiring
The U.S. call center industry, after taking years of hits when the recession first began in 2008, seems to be looking brighter as of late. Many companies that were laying people off are now taking on call center agents in large numbers.
Call Center Headsets Make a Difference
The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear.
Listen Carefully to What Customers are Saying
It's not uncommon for a company to employ IVR technology to streamline common interactions or to launch a survey. If a consumer can easily answer a few questions before they end a call, you may be more likely to capture the actual voice.
Employee Engagement Can Pay Off Handsomely
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.
inContact's Cloud Proves a Winner Again
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
Employees Make the Best Brand Ambassadors
Many companies are striving to build their reputations online and in social media through customer advocacy programs that induce happy customers to act as unpaid "brand ambassadors in social media settings."
inContact Scores Another Win
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.
Why Call Center Performance Automation is Needed
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.
Call center Grow in Latin America
A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.
Involve Your Employees at Every Turn
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.
E-Commerce Provider goes with inContact
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.
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.
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