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May 27, 2015 Despite your best efforts at making your customer contact center the best it can be, if your customer agents aren’t as up to speed as your technology is, you may be on the path to failure. That’s the gist of thought from a recent blog post by Chris Lawson, a regular contributor […]

May 21, 2015 Anyone who’s attended or graduated from a two- or four-year college knows the drill by now: Once you’re done, you’ll be getting calls on a regular basis, asking for a donation. It’s not the worst call to get, especially if you look back on your learning years with a certain fondness. When

May 21, 2015 inContact, the cloud contact center software leader that helps organizations around the globe create customer and contact center employee experiences, has just announced its first 2015 release of new cloud software. According to the company, this release was driven by customer needs within enterprise service operations, along with the increasing importance of

May 14, 2015 With call center use rising and more people seeking help for a variety of problems, it’s no wonder that contact centers workers are feeling the stress. Who wants to go to work where you’re berated and belittled all day long? In an effort to deal with the problem head-on, savvy call center

May 12, 2015 In a move that will be seen as both a solution to customers and a challenge to managers, contact centers will – sooner rather than later – be transitioning over in a big way to ‘advanced analytics.’ While it may sound scary at first, it’s a move that makes sense based on

May 07, 2015 We’ve all been there: You call up a company with a question or basic process-inquiry. You get the recording, make your choice, yell “Representative!” and wait for a real person to come on the line. They then transfer you to someone else (AFTER you’ve given them all your info), only to repeat

Numbers Game: Survey Says Better Call Center Reporting Needed May 05, 2015 It’s easy to say that more reporting capability in the contact center is a necessity, but in an era of tight budgets and major issues, proving it is another matter. Or at least, it was another matter until a new report from DMG

Workfront selected inContact’s cloud contact center solution with built-in call recording and playback, robust reporting and an easy-to-use interface.

An independent study just released identifies a number of reasons why legacy call centers cannot meet the needs of today’s consumer.

New research has uncovered what many disgruntled workers have felt for some time: it’s management’s fault.