Contact Center Outsourcing

January 07, 2015 The big trend this year in call centers is going be ‘performance metrics’, where the powers that be will start taking an even closer look at what they’re getting for their money. That means more pressure on managers and workers to deliver ROI along with consistently good customer service. One way that […]

December 23, 2014 inContact, a leading provider of cloud contact center software and contact center agent optimization tools, is known throughout the industry for its rapid expansion and growth. As such, the company is emphasizing that good news with the announcement of its latest project, a nearly 350,000 square foot campus and headquarters in Sandy,

December 18, 2014 The holiday season is here, and that means that call centers are busier than ever. Customers are on hold for longer, calls are being dropped and more complaints are submitted. While the holiday season means more sales, it also means more customers need assistance. A study done by shows that more than

December 16, 2014 If you run a contact center in the healthcare field, don’t skimp on education. That’s the findings of a recent industry survey. Healthcare contact centers can ill afford to operate with undertrained staff because the Internet has made every healthcare consumer a lot savvier. With consumers now more informed about medical issues,

December 09, 2014 The holiday season brings more than just lights, parties and too much food; it also brings conversations about calling customer service when you need help. Such conversations often lead to a recap of having to deal with someone with an accent too strong to understand, yet claiming to own the name “Bob”.

December 04, 2014 The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions. The company has just announced that it added what it described as “a major force in the human resources consulting industry” as a new client. The

December 04, 2014 If you’re going to be in the health business, you need to stay on top of trends and updates so that when customers call, they can get the answers they need. That was what prompted MINDBODY ( – ), the largest cloud-based software provider within the health, wellness, and beauty industries, to start

New findings show that Las Vegas is among the top cities in the U.S. when it comes to the number of call center companies setting up shop there. Good for workers, not so much for the companies trying to hire them.

November 20, 2014 A on the Asia-Pacific Contact Center Applications Market found that in terms of employment and revenue numbers, the contact center industry in the Asia-Pacific (APAC) region has been pretty strong. There was growth in the number of contact center seats, and revenues are expected to grow the next few years. In spite

November 18, 2014 Following last year’s launch of the Affordable Care Act’s open enrollment issues, all eyes were on the start of the same period this year. About 100,000 people went ahead and submitted their applications for health insurance on November 15, the first day people could do such a thing under the ACA this