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ACD Software Feature Articles

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.
Call Center Data has Multiple Uses
By now most everyone in the enterprise is starting to catch on to the fact that the data you capture from calls and other interactions with your clients has some real value beyond just asking if they're happy or not.
Call Centers Boosted by Strong inContact Growth
inContact has achieved record highs regarding its growth this past year and that overall, as Paul Jarman, the CEO of inContact, puts it, his company had an "outstanding year."
Vacation Time? inContact Makes the Connection
An industry-leading travel company has announced it will move 650 agents in ten call centers across the U.S. and internationally to the inContact cloud.
Call Centers Get a Boost with New inContact Partnership
inContact, a developer of cloud-based contact center software, and Black Box Network Services, a provider of data and voice infrastructure, recently announced that they will being working together to better meet enterprise demand for call center systems.
ACD Integral to Better IVR Phone Payments
DTMF systems can be better deployed within computer telephony integration software that interfaces directly with Automated Call Distributor (ACD) systems.
One Way To Bring Your Contact Center Ahead
One way to keep everything in check at your call center is to practice a conscientious management of your workforce.
ACD Offering Helps inContact land Another Client
The inContact core platform, built upon the multi-channel Automatic Call Distributor and Interactive Voice Response systems, has helped the call center leader sign a new customer.
inContact's ACD Offering Helps Win Another Client
Direct Interactions will initially implement inContact's core cloud solution, built on the multi-channel Automatic Call Distributor and Interactive Voice Response systems.
Call Center Tax Break Under Fire
There's reportedly a movement taking shape to do away with a current "income tax holiday" on call center business in the Philippines.
Call Center Support Sessions Set for March, April
CCNG has just announced upcoming March and April Customer Experience and Engagement regional events sponsored by CCNG members.
Call Centers Seen as South-Bound
Central America might well be the next big area for contact centers. Low costs and closeness make it a natural.
Philippines Contact Centers See Strong Growth
A report from the Philippines says that the country will add another 100,000 workers this year to its current 686,000-strong call center workforce.
Once Dialed, How Do You Treat Customers?
Surveys show that customers can always tell when the operator is reading off a script, and they rightfully resent it.
Boost Your ACD Efforts by Implementing Change
A good quality monitoring form makes it easy for call centers to adapt to needed changes, including both yes/no questions and rate-scoring questions.
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