Outbound Dialer
When you don’t have enough inbound agents to keep up with demand, the inContact’s outbound dialer automatically moves your outbound agents to handle inbound calls and preserve your customer experience. Once inbound service goals are met, the dialer moves agents with the highest outbound proficiency back from the inbound queue, to handle outbound calls. Its dialing engine also allows agents to handle all call types from one user interface, making the shift between inbound and outbound call priorities seamless.
A Look at the Ebb and Flow of the Call Center Industry
The domestic economy takes a hit anytime jobs are sent to providers overseas or companies simply close their doors. This impact was significant within the call center services industry when companies decided their bottom line was better off if agents were hosted offshore. Thanks to technology innovations and the voice of the customer, those jobs are moving back to the U.S. But in some cases, consolidation is also on the rise.
6/11/2013
Need a Multichannel Contact Center? Learn From the Best
As businesses continue to realize the long-term benefits of a well-run contact center, they're making the decision to step up their game. Problem is, most don't know how to go about it properly and successfully. That's where inContact comes in.
6/10/2013
Jobs Trump Politics When it Comes to Contact Centers
Let's not be partisan. Jobs are an important consideration for any community, and sometimes they trump party politics.
6/10/2013
Three Ways IT Managers Can Improve Performance in the Call Center
It's no secret that the call center operation has always relied heavily on the IT department to help manage and maintain the technology and telephony infrastructure. Over the years, this close relationship between IT and the call center led to a symbiotic relationship that allowed companies to solve customer service problems with a mix of technology and business process innovation.
6/4/2013
As businesses continue to realize the long-term benefits of a well-run contact center, they're making the decision to step up their game. Problem is, most don't know how to go about it properly and successfully. That's where inContact comes in.
6/10/2013
Jobs Trump Politics When it Comes to Contact Centers
Let's not be partisan. Jobs are an important consideration for any community, and sometimes they trump party politics.
6/10/2013
Three Ways IT Managers Can Improve Performance in the Call Center
It's no secret that the call center operation has always relied heavily on the IT department to help manage and maintain the technology and telephony infrastructure. Over the years, this close relationship between IT and the call center led to a symbiotic relationship that allowed companies to solve customer service problems with a mix of technology and business process innovation.
6/4/2013
It's no secret that the call center operation has always relied heavily on the IT department to help manage and maintain the technology and telephony infrastructure. Over the years, this close relationship between IT and the call center led to a symbiotic relationship that allowed companies to solve customer service problems with a mix of technology and business process innovation.
6/4/2013
