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ACD Software Feature Articles

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.
Contact Centers Need to Change to Survive
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
ACD Offering was Key in Selection of inContact Solution
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
The Right Contact Center Partner Makes All the Difference
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
Study Finds Philippines Besting India for Call Centers
A new study says India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home.
inContact's ACD Feature Comes in Handy for New Client
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
Survey Finds Customers Happier With Contact Centers
When it comes to contact center customer service, a new report says about 60 percent of consumers reported they've seen an improvement in the service since 2013.
Be Proactive in Building Valuable Customer Loyalty
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer's question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. "Keeping customers happy" doesn't have a simple recipe or checklist to follow.
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