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ACD Software Feature Articles

Call Center Training Gets a Fresh Look
How do you train your new people without turning them off to the very job you've hired them for?
ACD Offering Helps inContact Win New Client
An old Automatic Call Distribution (ACD) system was time-consuming to manage and difficult to adjust for seasonal demand, so a client reached out for help from inContact.
Tech Comes to the Aid of Retail
A leading Business Process Outsourcing (BPO) with a number of retail clients has decided the time is right to move its business to the cloud.
Call Data Rising in Importance
One of the biggest benefits to hit call centers in recent years is the advent of analytics.
Study: Customers Demanding More from Call Centers
Cloud call center leader inContact has released the results of its new research detailing what customers experience when interact with a contact center, and the findings are quite revealing.
Texting May Edge Out Calls in Call Centers
These days, if customers can't get an instant connection with you or your company, they have no compunction about jumping ship.
Success Rises When Calls are Routed Properly
It can be generally agreed upon that raising the quality of a call center business and its dealings with clients can benefit everyone.
Research Shows Call Center Customers Getting More Demanding
Research from inContact showed that 86 percent of those asked would be very likely to switch to another company in the future after a bad customer service experience.
'Vacation Roost' Settles on inContact for Customer Service
One of the least-pleasant aspects of vacation planning - making arrangements over the phone - has just taken a giant leap forward.
Call Center Trade Group Retains Important Member
Cloud contact center software leader inContact has just renewed its commitment to an important trade organization, as a continuing sign of its commitment to the industry and a willingness to help others.
The Cloud Proves Its Worth Yet Again
A call center leader says it has landed yet another client for its award-winning cloud contact center solution.
Finding: Call Centers Need More Than a Phone
In today's hyper-modern world, consumers are looking beyond typical customer service.
From Automatic to Digital? New Trend Looming
New research says companies will invest 10 percent more in improving customer experiences in 2015 over previous years.
Call Centers Need To Brace for Coming Changes
A new report says 'digital' is the wave of the future for contact centers.
Call Centers Facing Unhappy Customers: Report
Call centers used to be all about getting as many customers on the line as possible but those days appear to be long over.
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Lots of contact centers use SalesForce. Each day hundreds, even thousands of cases are referenced, created, and modified.

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