ACD Software

A Look at the Ebb and Flow of the Call Center Industry
The domestic economy takes a hit anytime jobs are sent to providers overseas or companies simply close their doors. This impact was significant within the call center services industry when companies decided their bottom line was better off if agents were hosted offshore. Thanks to technology innovations and the voice of the customer, those jobs are moving back to the U.S. But in some cases, consolidation is also on the rise.

Need a Multichannel Contact Center? Learn From the Best
As businesses continue to realize the long-term benefits of a well-run contact center, they're making the decision to step up their game. Problem is, most don't know how to go about it properly and successfully. That's where inContact comes in.

Foreign Speakers? BroadVoice Answers the Call
If you're running a call center and you've got incoming queries in numerous foreign languages, you run the real risk of alienating not only these callers, but also any others they might tell about the bad service they received.

Trends in the Contact Center Space Include Social Media Growth
The use of social networks has taken an interesting path over the past several years. Not too long ago, teenagers were flocking to Facebook to stay connected with friends. As more and more businesses showed up and grandmothers launched new profiles, the younger sect decided it was time to make a shift and picked up the pace on Twitter.

Why the Customer Experience Matters
Do contact center agents really care about the customer experience? We like to think that they do considering we likely send them money for something, whether it's a product or a service agreement. For the center that truly cares about the experience of the customer, they invest in options that deliver on customer experience management - but what exactly does that mean?

Will the Call Center of the Future Be Free of Humans?
Self-service applications have become necessary to call centers. Every call center has some element of it - an interactive voice response (IVR) that allows customers to direct their calls where they need to, or a way to check a balance - but given the costs of live service and the sophistication of self-service technology today, most contact centers want more of it.

The Curse of Call Reluctance
With journalists it is that first interview of the day, and with sales or contact center reps it is that first outgoing call of the day. They say a blank page is scary for the writer, but the truth is that usually that first call of the day is hardest. What if the person being called is not there and you've spent time preparing? What if you are imposing? What if they are hostile or hang up quickly?

Telarus Deepens Agreement with inContact Due to Strong Company Growth
Master agent Telarus is set to expand its current agreement with inContact, taking the provider's solutions deeper into customer accounts. The penetration potential with an inContact agreement into new markets supports the efforts among both providers to extend their reach and capture more of the market share.

Is It Time to Outsource Your Call Center?
If your business is booming in these lean times, good for you! To make sure that growth continues, you need to look at the base of all your lines of business and see where you can trim costs and keep budgets in check. One area to look at can be your call center, where you might be better served outsourcing your call center needs.

Clearing the Clouds: Webinar to Explain and 'Demystify' Cloud Computing
Are you in the cloud? Have you heard about the cloud? Isn't the cloud the greatest thing EVER?!

inContact To Lead the Way on Customer Service Webinar
inContact, the leader in flexible cloud-based software, helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition and brand loyalty.

inContact's Benchmark Assessment Tool Helps Improve Business
Contact center managers certainly have their work cut out for themselves. Companies spanning all industries and sizes can hurt their company image and credibility with their customers due to poor customer care experiences, and how the customer is taken care of relies heavily on how the call center functions. If you're in the contact center business, what is one way of finding out how your center measures up? A simple contact center assessment is one good first step.

Chabad House Creates a Virtual Home with Its Call Center
It started with a program to check mezuzahs, the rolled-up parchment affixed on the doorways of Jewish homes in Israel that need to be reviewed by a certified scribe every few years. The Chabad House, the largest Jewish organization in the world, according to Chabad.org, advertised that anyone could dial *3770 in Israel and someone from Chabad.org would come by to pick up and review the scrolls.

VA Improves Caller Experience; Launches New Female Veterans Line
Disparate views are a common phenomenon within the call center. With multiple channels and a variety of platforms to access in an effort to complete one call, it's not unusual for an agent to have to navigate 10 or more views in just one phone call. In terms of efficiency, this is not the ideal approach to the business.

Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.

TMCnet's Online Communities™

TMCnet's Channels Category

TMCnet Magazines

TMCnet Events

TMCnet's Technology Sites

Browse News by Topics

TMCnet Resources

About TMCnet

Subscriptions

Follow Us Your Way

Welcome to the ACD Software Community

Industry News

Feature Articles

Resources

Featured Resource

3-Minute inContact Tour

Featured Whitepapers

2013 Executive Priorities Report

2012 North American Cloud Contact Center Solutions Company of the Year Award

Choosing the Right Cloud Contact Center Solution

Popular Articles

Technology Marketing Corporation

IMPORTANT

SUBSCRIPTIONS

STAY CURRENT YOUR WAY