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ACD Software Feature Articles

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.
Call Centers Prep for the Next decade
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
Need Help? Don't Overlook Millennials
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
Call Center Agents Need Strong Support
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.
What's Trending in Call Centers?
One of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.
inContact Cloud Contact Center Gets 'Healthy'
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.
Social Media Rises in Call Center Importance
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.
Flexible Hours Add to Worker Satisfaction
The typical 9-5 workday is seeing a transformation, thanks to technology and flexible shifts, and now lawmakers on both sides of the pond are taking it into consideration to favor more employee-friendly practices.
In the Call Center, Headsets Matter
The headset is the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well.
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