Contact Center Outsourcing

October 09, 2014 A global player in safety products and services announced it has selected inContact’s award-winning cloud contact center platform for its own purposes. Earlier, the company (which declined to be named, as per inContact company protocols) reported that it constantly faced service downtime and system limitations due to its older premise system. Owing […]

October 07, 2014 When it comes to contact center , a new report says about 60 percent of consumers reported they’ve seen an improvement in the service since 2013. Yet despite these improvements, there are a couple of areas that still need attention, among which is the concern and frustration such as incompetent and inarticulate

October 03, 2014 By , TMCnet Contributor Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer’s question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While

October 03, 2014 Many companies today find it challenging to support their incoming customer communications. The nature of business today means that customers are coming at a company via multiple channels – the telephone, the Web site, e-mail, SMS, mobile apps, in-person and more. These customers expect fast resolution and a personalized customer support experience

September 26, 2014 The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out. The virtual agent can become a reality and scaling to accommodate even complex programs is an easy change when the platform isn’t housed