WEBCAST - Watch this webcast and learn how to improve your IVR’s performance and reduce agent-handled call volume drastically. The webcast compares the effectiveness of IVR systems from six call centers, and explores why self-service rates vary from the single digits percentage-wise to almost half of inbound calls (in the same industry!) .
Posted: June 25, 2010 | Premiered: June 24, 2010


Topics:  Call Center Management | Call Centers | Contact Centers | Customer Service | IVR | Voice Recognition

PODCAST - Richard Snow, a contact center technology expert offers advice on evaluating hosted contact center technology, including evaluation criteria and tips for what to include in SLAs and RFPs.
Posted: May 7, 2010 | Premiered: May 7, 2010


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | VoIP

EBOOK - The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.
Posted: May 4, 2010 | Published: May 4, 2010


Topics:  Call Center Management | Call Center Software | Call Centers | Cloud Computing | Contact Center Software | Contact Centers | Contact Management | CRM | Software as a Service | TCO | Telephony Systems

WEBCAST - This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience. Tune in and learn how your company can improve and simplify contact center operations while dramatically lowering costs via the Software as a Service (SaaS) model.
Posted: March 8, 2010 | Premiered: March 8, 2010


Topics:  Application Hosting | Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | Customer Service | IVR | Software as a Service | Telephony Systems

WHITE PAPER - This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.
Posted: March 3, 2010 | Published: March 2, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Centers | Cloud Computing | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | Telephony Systems | VoIP

WHITE PAPER - The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all.
Posted: February 11, 2010 | Published: February 11, 2010


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Workforce Management Software

WHITE PAPER - Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more.
Posted: December 3, 2009 | Published: December 3, 2009


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Contact Centers | Software as a Service