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November 13, 2014 The “holiday season” is just about here, and stores are already gearing up for the annual influx of Christmas shoppers. There is so much competition for the consumer dollar that many retailers begin their Black Friday ( – ) campaigns so far in advance that . In the race to beat their competitors

November 11, 2014 Call centers may be obsolete in a handful of years. Online services such as help desks and intelligent websites could transfer all areas of service to the domain of the Web. So much for a multichannel approach; what businesses and customers may have on their hands in the next few decades is

November 06, 2014 By , Web Editor It would seem like a perfect fit: Willing, disabled American veterans looking for work and an industry in need of employees would welcome a job and stick with it. That’s what inspired Direct Interactions President and co-founder Matt Storey to utilize a cloud-based virtual contact center solution to

November 03, 2014 While the United States is widely regarded to be the global center of the modern call center business, the seem to be hot on its heels. It appears the rise of the Philippines in the call center world has been accentuated with the announcement that Call Center Week is coming to the

October 31, 2014 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.” It basically encompasses the idea that if you keep you people interested or ‘engaged’ in what they’re doing for you at work, you stand a

October 30, 2014 inContact is known globally as a leading provider of cloud contact center software and contact center agent optimization tools, enjoying ongoing growth in this expanding market. But the company acknowledges that it couldn’t have achieved the heights it has without the collaboration and cooperation of its loyal customers. As such, the company

October 22, 2014 Achieving greatness as a call center requires going above and beyond simply meeting required expectations. According to a recent , this does not necessarily mean religiously following traditional customer service philosophy. More customers are coming from a younger generation raised on technology; the old techniques won’t work as well anymore. The article