5 Workforce Management (WFM) Processes You Shouldn’t Live Without

Share:

Businesses are working smarter, faster, and constantly looking for ways to increase efficiency by reducing waste and increase productivity. Contact center operations have always been in a pressured position to better manage cost while continuing to drive a great customer experience. Workforce Management (WFM) is one of the key components in meeting these objectives. But […]

Read

The “Squeaky Wheel” – A Contact Center’s Best Implementation Friend

Share:

Every contact center team has that “one” person – the ringleader, the group gossiper, the self-appointed team advocate, the squeaky wheel. Regardless of what you call them, this person can be the biggest thorn in your side or your biggest advocate. When it comes to implementing a new technology solution, engaging this individual in the […]

Read

Transform Data into Decisions – Mobile Mini Improves Efficiency 85%

Share:

Cloud technology is not only here to stay but it’s poised to be the leading deployment model within just a few years. The continued attention and benefits that cloud technology provides is evolving a pace that legacy (on-premises) technology simply can’t keep up with. Besides the straight forward cost and efficiency benefits that this kind […]

Read

inContact Leads the Way with Cloud Contact Center Offering for Government Agencies

Share:

Federal agencies will soon find inContact on the list of authorized providers for cloud contact center as a service (CCaaS) in the FedRAMP marketplace. Our documentation and infrastructure is currently being reviewed by a third-party assessment organization (3PAO). The audit covers both our technology (consisting of software and infrastructure) and our processes and procedures (written […]

Read

5 Call Center Trends That Stand the Test of Time

Share:

This blog is the first one in a series of posts on trends in the contact center. Quick excursion into Call Center history: Call Centers received mainstream attention after Rockwell patented their Galaxy Automatic Call Distributor (ACD) back in 1973. Obviously call centers have evolved since the 70s, but there are some call center trends […]

Read