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inContact Selected Again for Contact Center Leadership
The need to have innovative technology and a commitment to outstanding service is necessary in today's contact centers. Hence, one of the world's largest organizations of business professionals has selected inContact for that need.
4/21/2014

Better Customer Service Starts With Staff
Modern call centers invest heavily in computer-telephone integration technology and applications that help agents have control on a variety of phone functions and deliver highly efficient, call center-based CRM solutions.
4/16/2014

Web Chat Preference Rising for Call Center Customers
A new study by HeyWire Business that said more than 52 percent of respondents said they would be likely to text with a customer service agent.
4/14/2014

inContact Boosts Ties with Call Center Trade Group CCNG
The CCNG (Call Center Network Group), a contact center professional peer network, recently announced the return of its partner inContact, an organization that develops software solutions for call centers.
4/10/2014

Outbound Dialers Need to Remember that Real People Will be Picking Up
Every business should think about how their customers reach them, and whether formalizing customer service into a contact center application makes sense.
4/9/2014

'Chiller Outage' Impacts L.A. Customer Service Ops
On Monday, the Los Angeles Department of Water and Power experienced an incident which caused a disruption to its customer service operations because even the backup system failed.
4/3/2014

Ways and Means to Improve CRM in the Call Center
To achieve the highest levels of customer satisfaction, it is important for every company to have good CRM practices, which are more important for call center industries than for any other industry.
3/28/2014

inContact Cloud Solution Helps a Financial Services Company Cash In
A financial service company will now be closer to its service and efficiency objectives in the U.S. and internationally by leveraging the features of the inContact cloud solution.
3/28/2014

Employees Are the Secret to Successful Call Centers
One of the most important secrets to running a successful call center is the motivation levels of employees. They are the pillars of the business as their performance determines the overall quality of service offered.
3/26/2014

New York Says Its Call Centers Are Ready for ACA Deadline
In New York state, the end of signups for Obamacare is expected to pass without incident, despite increased call volumes at the state's healthcare exchange call centers.
3/24/2014

Put Your Tech Dollars Where They'll Improve the Customer Experience
Many contact centers today may be finding that their customer satisfaction is backsliding, for a number of reasons. But if customer satisfaction is on the decline, any company worth its salt will take steps to remedy the situation.
3/18/2014

Large Insurance Provider Selects inContact for Call Center Solution
A large insurance provider has selected inContact, a provider of cloud contact center software and contact center agent optimization tools, to replace its legacy software with a cloud solution that will support high-quality customer experiences.
3/17/2014

StarTek Adopts AT&T Cloud to Improve Services
Cloud technology is giving organizations the ability to improve the way they operate by providing them with the infrastructure, platform and service which previously was only available to large enterprises.
3/17/2014

Utah Becoming a Haven for Call Centers
Tulsa, OK, has built itself up over the last 20 years as a place where call centers come to set up shop because the business community is friendly to them.
3/17/2014

Big Changes in TeleSales Needed to Keep Service Alive, in Demand
After taking a look at industry standards, the next big trend for 2014 is a reorganization of the telesales process. It's set to see some of the most dramatic changes over the next few months.
3/17/2014

Call Centers Handling Obamacare Enrollment Winding Down
The healthcare initiative, which relied heavily on call centers to provide consumers with valuable information about Obamacare, is winding down, and many of the centers are shutting down or severely cutting their workforce.
3/11/2014

inContact Lauded for Customer-Oriented Solutions
inContact has received a 2014 Customer Service leader Award for contact center infrastructure, a fitting culmination to the company's efforts to "up" services for its customers with innovative product launches and bold initiatives.
3/11/2014

OpenTech Alliance Aims to Boost Self-Storage Client Services to the Next Generation
OpenTech Alliance Inc. has announced a new consultancy relationship with Carol Krendl, the current CEO of SkilCheck Services Inc., which is an employee-evaluation firm specializing in self-storage service employees.
3/10/2014

It's Time to Listen to Call Center Customers
If you work in the call center industry, you hear your customers all the time. But do you ever actually listen to them? It might sound like semantics, but there is a real skill - and value to be gained - in actually listening to what your customers are saying.
3/6/2014

Will StarTek's Gamble of a Second Call Center in Honduras Pay Off?
Not content to rest on the laurels of success with its previous call centers in Latin and Central America, StarTek, a major BPO player, has been strategizing to further expand its near-shore footprint.
3/4/2014

Canadian Call Center in Danger of April Shutdown
Call centers downsizing really is nothing new; the market and the need for employees tends to fluctuate from one year or even from one month to the next, as employees at a center in Charlottetown, Canada recently discovered.
3/4/2014

Washington State Health Care Exchange Call Center Seeing Long Wait Times
Despite the fact that the Washington State call center has hired additional operators in anticipation of increased contact loads, callers are running into wait times three times as long as when the healthcare exchange first opened.
3/4/2014

Think Smarter: Use UC to Address Every Customer Touchpoint at Call Centers
A survey conducted by Dimension Data found electronic messaging and smartphone applications are the preferred method of contact, with the telephone being the third most popular choice by Generation Y.
3/3/2014

Contact Center Vendors: Perk Up -- It's Not the End of the World
The contact center market has apparently reached a state of equilibrium from where it can no longer grow. It's natural for vendors to feel shaky, but new research shows a matured market is only a sign of "redirected opportunities."
3/3/2014

Florida Call Center Cutting Staff Due to Lower ACA Contacts
General Dynamics is one company struggling with the looming deadline of signups for the Affordable Care Act that it has decided to cut its staff at its Lynn Haven, Fla., call center.
3/3/2014

How to Use Call Center Services to Create a Happy Customer
The happy customer is one who doesn't contact the company very often, is more likely to make additional purchases and tell their friends why your brand is better than others.
2/27/2014

Why Spend So Much Getting Customers to Call, Only to Put Them On Hold?
An uncomfortable study commissioned last year by text-message service TalkTo concluded that the average American spends about 13 hours on hold each year.
2/25/2014

ClearView, SpiceCSM and inContact Enhance Visibility and Business Intelligence
SpiceCSM and ClearView will be initiating a three-way integration with each other and with inContact, the companies have announced.
2/24/2014

Need to Raise Your Call Center Quality? Be Cloud-Bound
Call center customers are on edge from the get-go, and just about anything can raise their stress level even higher; even something as benign as "too many" rings before the call is answered.
2/21/2014

TCPA Changes Bring Continuing Robocall Consumer Protections and Accountability for Call Centers
Nowadays, those who engage in an unwanted telemarketing practices will be held accountable for their actions, and violators will be faced with steep penalties.
2/18/2014

Comcast to Keep TWC Call Center Jobs in New York
Lucky for the hundreds of Time Warner Cable call center staff in Western New York, Comcast will be keeping everyone in order to ensure its new customers continue to have access to the call center.
2/18/2014

Continental Message Solution Intros New Customer Service Translation Solution
Ohio-based Continental Message Solution, a provider of outsourced customer care and emergency call center services, has unveiled its new customer service translation solution.
2/18/2014

The Evolution of the Call Center May Bring it Home
There's a disturbing trend taking place in call centers this month: they're closing. But companies of more than 100 employees are required to give at least sixty days advance notice of impending layoffs.
2/12/2014

Snowed in? Work-at-Home Call Center Agents Keep Working
It's winter, so snow is to be expected. But here in the Northeast, we're looking at a possible 14-inch snowfall on Thursday, Feb. 13. That's on top of last week's 10", plus various other storms that have slammed us. So far, the winter of 2014 has been a boon for ski resorts, plow-truck drivers and snow-blower sellers. For the rest of us? Well, spring can't get here fast enough.
2/12/2014

Collaboration Technologies Help Businesses Engage Call Center Customers More
With the emergence of multiple channels of customer interactions including voice, email, social media and Web, businesses now have the opportunity to engage customers in meaningful interactions.
2/11/2014

Critical Steps in Choosing a Contact Center Services Partner
Small Business Trends recently asked a panel of nine entrepreneurs from the Young Entrepreneur Council (YEC) what the most important factor is when considering the purchase of outsourced contact center services.
2/10/2014

Maine Looks at Bill to Protect Call Center Jobs
A bill sponsored by Maine Sen. Troy Jackson is designed to keep Maine companies from exporting call center jobs overseas by penalizing the offenders of the proposed Act.
2/10/2014

Raise Your Call Center Quality by Going to the Cloud
As anyone in the business will attest, call center customers are a fickle bunch, and they rarely call to heap praise on a company. Usually when the phone rings, there is some kind of problem, peeve or personal issue that has vexed them enough that they've tracked down your number and want a resolution now.
2/6/2014

A Most Timely Idea: Work-at-Home Call Center Agents
So far, the winter of 2014 has been a boon for ski resorts, plow-truck drivers and hardware stores selling salt, sand and shovels. For the rest of us? Not so much.
2/5/2014

Florida Tax Collector's Office Moving from IVR to Call Center
The Pasco County (Fla.) Tax Collector's office believes that its transition to a call center, rather than a call program, will mean happier citizens who get quick answers to their questions.
2/4/2014

inContact's Solution Wins TMC's 2014 CUSTOMER Magazine Product of the Year Award
inContact's Personal Connection Outbound Solution has won the 2014 CUSTOMER Magazine Product of the Year Award, TMC has reported. The award recognizes products and solutions that have truly improved the customer experience.
2/4/2014

Emergency Response Time Boosted in India with New Call Center App
A non-profit organization offering emergency management services in India, has devised a mobile application that automatically picks up the location of the caller and flashes the information to the centralized call center.
2/3/2014

Conduit Global to Open New Call Center in Memphis Area
Conduit Global, a premier call center operator, recently announced plans to launch a new facility, which will add 1,000 jobs to the Memphis area in the next three to five years.
1/27/2014

Savers Thrift Stores Adding Jobs at El Paso Call Center
Savers' family of thrift stores has opened a new call center that is expected to employ as many as 450 people in El Paso, Texas.
1/27/2014

Fusion Call Centers Move Operations from Arizona to Nevada
Fusion Contact Centers announced late last week that it would be bringing its headquarters from Arizona to Reno, Nev.
1/27/2014

Survey Reveals Contact Centers Have to Adapt to Generation Y
The 2013/2014 Global Contact Center Benchmarking Report by Dimension Data reveals contact centers have to start introducing operating models to address the needs of Generation Y.
1/27/2014

Island Outsourcers Expands Operations into the Bahamas with New Contact Center
Island Outsourcers, a Jamaican BPO firm, recently launched a new contact center in the Bahamas that will offer advanced technology critical to meeting the demands of the outsourcing market.
1/27/2014

Kansas Call Center to Receive More Work after Starwood Hotels Shuts Down California Facility
Starwood Hotels has announced that it will close its call center in Lancaster, Calif. and transfer that facility's duties to the company's other call centers.
1/27/2014

The Balaka Call Center Hotline Helps Solve the Healthcare Crisis in Malawi
The Balaka call center in Malawi, Africa, serves a community of more than 200,000 people and handles inbound calls to answer health questions from residents of four surrounding districts.
1/24/2014

Contact Centers are Good Business for Cities on the Rebound
Cities across the U.S. have found new ways to remarket themselves -- drawing industry they never considered -- and call centers have been a boon for locations looking for clean industry that provides a lot of jobs.
1/23/2014

Do You Know Your Call Center Law?
There are many legal issues that lurk under the surface of contact center work, however, and they are numerous enough that most contact centers risk falling into a legal pitfall at least once in a while.
1/21/2014

Connecticut Healthcare Exchange Having Problems with Call Volume
With the rocky rollout of the Affordable Care Act (ACA), the success rate of the state healthcare exchanges has been hit or miss. One state stuck in the middle is Connecticut.
1/21/2014

Health Services Company Chooses inContact for Cloud Contact Center Solutions
A premier health management solutions company announced it has opted for inContact to unify contact center operations across ten locations and 200 contact center agents.
1/21/2014

New Study Offers Updated Tools for Measuring Call Center Caller Patience
Even with call center use declining, phone agents are still a must-have for most large companies, which means finding the sweet spot between staffing and customer experience quality.
1/15/2014

Comings & Goings: inContact Names New CTO
Continuing its upward trajectory in a crowded field, cloud contact center software leader inContact has announced that it has named a new Chief Technology Officer.
1/14/2014

Ibex Global Adds 250 Jobs to its Call Centers in West Virginia
The call center industry, which is famous for its offshoring, has been increasing its domestic presence by opening more new centers and increasing the number of employees in its existing ones.
1/14/2014

Kentucky Health Cooperative Expands Hours to Address ACA Questions
In an effort to keep up with burgeoning demand brought on by the Affordable Care Act (ACA), the Kentucky Health Cooperative is adding call center staff and extending hours.
1/10/2014

How Call Center Services Can Protect Your Brand
As the battle to win and maintain customers is getting more challenging to fight, companies are recognizing they have a valuable tool right within their own walls with call center services.
1/8/2014

The Call Center of the Near Future is on the Agents' Heads
Many of the technologies in the contact center have evolved in subtle ways. Externally, the most notable tool of the contact center agent - the headset - hasn't changed much.
1/7/2014

Travelers Light Up Cruise Contact Centers to Beat the Post-Holiday Blues
While the retail contact center industry takes a large breath of relief at this time of year, stressed and frazzled from holiday buying and returns, another industry ramps up its contact centers: passenger cruise lines.
1/6/2014

The Philippines to add 124,000 Call Center Jobs in 2014
The call center business is booming in the Philippines, potentially adding 124,000 jobs a year for the next three years, according to government estimates.
1/3/2014

Call Centers Turn to Game Techniques to Engage Agents
Looking for new ways to keep agents motivated, call centers are turning to game techniques to improve engagement and help employees provide more positive customer interactions.
1/3/2014

Finding the Right Customer Satisfaction Strategy for Contact Centers
Understanding what your customers want and giving it to them is one of the most important aspects of a business. While the concept seems obvious, it eludes many organizations.
12/30/2013

VoIP HUD for Call Centers Could Reduce the Need to Outsource, Creating Local Jobs
Many Voice over Internet Protocol (VoIP) carriers offer call center automation for business phone systems, which creates highly efficient calling centers.
12/27/2013

Florida Unemployment Call Center Committing Massive Mistakes
In Florida, there is a specific call center that is set up in order to help people receive unemployment benefits until they can find themselves a new job. Unfortunately, the center is not doing the job.
12/27/2013

West Bank Call Center Bucking the Bad Trends
Eyebrows were raised in the business world when U.K. entrepreneur Jerry Marshall chose the Bethlehem area of the Middle East for his new call center.
12/17/2013

Improving the Efficiency of Call Centers
Though many tactics are used by call centers to improve performance, they still lag. This is evident in a survey that showed 86 percent of customers quit doing business with a company because of bad customer experience.
12/17/2013

Many Challenges Face County 911 System Upgrades
In the case of a real emergency, where 911 needs to be called, cell phones still lag behind landlines for providing information to emergency dispatch.
12/17/2013

Colorado Health Exchange Call Center Seeing Massive Volume
Those running the Connect for Health Colorado site are saying that the sheer volume of calls coming into their health exchange call center is causing long wait times.
12/16/2013

inContact Improves Sales and Customer Service Ops for Direct Marketing Leader
Recently, a premier provider of campaign management and direct response marketing services chose inContact to support both its inbound and outbound sales as well as customer service operations.
12/11/2013

I'll Connect You: Social Networks Improve Call Center Productivity and Customer Relations
Many companies are moving past a stereotype and have found that social networks, when used properly, are a valuable tool in increasing productivity, solving problems and reaching out to customers.
12/11/2013

Best Practices: Health Call Centers Upgrading Technology to Improve Connectivity
A new report reveals industry metrics and insights pertaining to consumer health call centers, which will enable firms to compare themselves to their industry peers.
12/9/2013

Senator Proposes Stiffening Penalties for Automated Outbound Call Violators
Senator Chuck Schumer (D-NY) wants to send illegal robocallers to jail. It's very probable that he would find few Americans who disagree with him on that score. Most of us would personally like to put "Rachel from Card Services" behind bars and throw away the key.
12/6/2013

inContact Adds Speech Analytics Powered by Verint
inContact, a provider of cloud call center software and workforce optimization (WFO) tools, has enhanced its solutions by adding speech analytics capabilities from Verint Systems.
12/4/2013

CounterPath Deploys New Call Center Solutions to Expand Market
CounterPath Corporation, a developer of desktop, tablet and mobile VoIP software products and solutions, is installing call center solutions that are fulfilling the requirements of this increasing market.
12/2/2013

A Call Center Brings Hopes of Employment to a Struggling City
Saint John, the largest city in the Canadian province of New Brunswick, is in the process of adding some 275 jobs to one of its call centers.
12/2/2013

PNC Financial Upgrades its Call Center Environment
It is imperative for call center organizations to understand creating a healthy and welcoming working environment goes a long way in improving customer satisfaction.
12/2/2013

Call Center Reps Need Access to Customer Data
When customers dial into your contact center, they rarely speak to the same agent twice. A new agent may recommend solutions that the customer has already tried on a previous call. "Resolution" turns into an elusive white whale.
11/27/2013

Real Estate Company's Call Center Operations Migrate to inContact's Cloud
Lured by promises of cost reduction and increased process and operational efficiency, more companies from a wider section of industries are embracing the cloud.
11/25/2013

Learn How to Optimize the Call Center Customer Experience
Companies that adopt call center services to deliver the right capabilities for clients generally have the best intentions, but many fall short of the right strategies to make the desired dent in the market.
11/25/2013

Study Finds that Call Center Fraud Doubled in the First Half of 2013
It has never been a secret that the perpetrators of fraud are clever and opportunistic. While security technologies designed to safeguard critical systems become more advanced, criminals find new ways around these security protocols.
11/22/2013

'Pods' to Make Working More Attractive for Call Center Home Agents
Xerox is getting ready to run a pod pilot with some of its at-home customer care representatives, and plans to offer an incentive to employees that are willing to test out the Pods and also bring in more volunteers.
11/22/2013

Agency Funding of Delta's Chisholm Call Center---A Boon or Bane for Minnesota Economy?
A Minnesota-based economic development agency that approved more than $10 million in financing for hundreds of projects, has now given the stamp of approval for a $5.9 million "forgivable" loan in favor of Delta Airlines.
11/20/2013

Call Center, Red Cross Join Forces to Send Holiday Cards to Service Members
With many Americans honoring service members past and present on Veterans Day, a common reaction is why such honors don't come on a regular basis. Now the American Red Cross' Holiday Mail for Heroes program is accepting holiday cards for the next few weeks.
11/11/2013

Dimension Data's Survey Reveals Omnichannel Communications Crucial for Call Centers
A recent survey from Dimension Data, a provider of Information and Communications Technology (ICT) services and solutions, says customers are increasingly dissatisfied with the call center services delivered to them.
11/11/2013

inContact Integrates Cloud Contact Center Solution with Gryphon's DNC Compliance Solution
inContact, a provider of cloud-based call center services, has just integrated its cloud contact center solution with Gryphon's real-time, Do-Not-Call (DNC) compliance solution for outbound sales-and-marketing organizations and contact centers.
11/11/2013

How Much? The Rising Cost of the Affordable Care Act Call Centers
With so much money invested in the launch of the ACA website - $394 million so far, according to the Government Accountability Office report - you'd think money would have been the least of their worries.
11/8/2013

Maine Debates the Status of Call Center Jobs in the State
The Bangor Daily News recently reported that the state has added nearly 2,000 call center jobs over the past five years, according to employment data from the Maine and U.S. Departments of Labor.
11/7/2013

Contact Centers Must Put Quality over Quantity to Survive in a Multichannel World
Global information and communications technology (ICT) services and solutions provider Dimension Data recently released the results of its Global Contact Center Benchmarking Report for the 2013-2014 period.
11/7/2013

Illinois Tollway Employing the Visually Impaired and Veterans in its Call Centers
The Tollway call center in Illinois is partnering with University of Illinois at Chicago (UIC) and The Chicago Lighthouse, a regional social service agency that assists the visually impaired, to start employing veterans and the visually impaired.
11/7/2013

Collaboration and Data Protection Preferred in Multichannel CRM Platform
In today's business environment, organizations have to implement customer relations management (CRM) software in order to more effectively deal with many of the channels consumers use to interact with businesses.
11/4/2013

OpenSpan Announces Availability of OpenSpan Activity Intelligence
OpenSpan, a provider of worker optimization, activity management and automation solutions, says that the newly launched SaaS-based OpenSpan Activity Intelligence can help companies have a complete view into their worker activity everywhere.
10/31/2013

Aspect Software Adds Waterfield Technologies as Its Channel Partner
Aspect Software, a provider of customer contact, workforce optimization and back-office solutions, is all set to grow and increase its market leadership.
10/31/2013

Gartner Positions Comverse as a Leader in the Magic Quadrant
Gartner Research has placed Comverse in its 2013 Magic Quadrant for Integrated Revenue and Customer Management (IRCM) for CSPs, the culmination of rigorous analysis and structured methodologies.
10/29/2013

Georgia Department of Revenue Enhances Customer Service Experience with inContact
By moving its contact center operations to the inContact Cloud, the Georgia Department of Revenue reportedly has improved the customer service experience for state residents and while also managing to bring down operational costs.
10/28/2013

Combining Workforce Optimization and Cloud Technology Benefits Everyone
Businesses around the world are beginning to understand the importance of having a well-qualified, motivated and satisfied workforce to improve productivity and reduce costs.
10/28/2013

Benchmarking is Critical for Improving the Performance of a Contact Center
There are some universal truths when it comes to call centers: the amount of time customers will wait on hold before becoming impatient, the number of transfers a customer will tolerate and the chain of events that will lead to a customer defecting.
10/25/2013

Finding a Good Starting Place for Social Media in the Contact Center
Social media today has been both a blessing and a curse for the average call center organization. It's a literal treasure trove of data you likely would have had to pay to uncover in years past, but it makes lots of extra work for you.
10/25/2013

Efficiency of Federal Healthcare Call Centers Comes into Question
The Affordable Care Act call center is only a supplement to the website and cannot replace it, because anyone looking to get the right healthcare has to go through different plans, their benefits and costs.
10/25/2013

TOA Technologies Finds Its Latin American Revenues Climbing
TOA Technologies is one key vendor that figures prominently in the global field management service map, maintaining a steady growth curve in recent years, especially in the U.S. and in the EMEA markets.
10/24/2013

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Outbound Dialer - Improving Collections: Efforts with Innovative Cloud Contact Center Technology

Improving Collections: Efforts with Innovative Cloud Contact Center Technology
Technology has helped improve outbound calling's collections efforts over the years, but at the same time a great deal of complexity has impacted the collections process.

Outbound Dialer - Outbound Calling: Superior Productivity & Customer Experience Unite Creating

Outbound Calling: Superior Productivity & Customer Experience Unite Creating
Today there's an unstoppable trend in motion. It's a shift of power from companies to customers. And it's accelerating. Technology may be the greatest enabler of this shift. Like Moore's Law, the shift is exponential.

Outbound Dialer - Being Proactive and Generating Results

Being Proactive and Generating Results
Customers share a great deal about themselves through their interactions with companies. Whether they show interest in a product on a company's website or ask for help with a problem they may be encountering during checkout, such cross-channel interactions provide a goldmine of data.

Outbound Dialer - Don't Let Outdated Telephony
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Don't Let Outdated Telephony Hardware Slow You Down
While contact center leaders are proficient in managing the complexities of agent-based centers in order to provide excellent customer support, the world of telecommunications, telephony hardware, and long distance service providers can be foreign, confusing and distracting.

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Outbound Dialer - The Next Revolution: Cloud Computing

The Next Revolution: Cloud Computing
It's never been a better time to have your head in the clouds-cloud-based software, that is. In today's economy, everyone is looking to reduce costs and improve efficiencies.