With a rate of approximately half a billion tweets sent each day and 1.44 billion active Facebook users, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM). People are tweeting not only about their customer service needs but also the good, bad and ugly of the experience that they receive...

We’re proud to announce our annual user conference, Innovation.Unleashed., September 23-25 at the Renaissance Orlando at SeaWorld®. ICUC is consistently an industry standout, and ICUC 2014 will be no exception, with a lineup of speakers, training sessions, workshops and discussions that will transform the way you look at your contact center—and give you the tools to lead...

We all know that Santa’s elves build the toys, bake the cookies, and prep the sleigh, but they also spearhead another critical aspect of North Pole operations - wish management. Never heard of it? Well it’s a trendy new term the elves are using to describe their role on the front lines of Santa’s Wish Center, the centralized...

It’s official! The next inContact Users’ Conference (ICUC) will be held at Westin Lake Las Vegas Resort and Spa, October 8 – 10, 2013. Put the dates on your calendar now and then confirm your spot on our Very Important Customer VIC List to ensure you receive the exclusive discounts and offers available. At this year’s conference, inContact...

At our annual ICUC user group event a few weeks back, there was some very spirited conversation about building the contact center of the future. What does this future look like, who staffs it, how is it measured and, most importantly, what steps do we need to take NOW to ensure the future-readiness of our contact...

There are only a couple weeks until ICUC and...wow...are we busy here at inContact Marketing! From selecting menus to creating breakout sessions to planning product announcements, our team has a wonderful experience planned for you. It is great to see so many customers have already registered but we want to make sure that YOU are part of...

On Wednesday, I hosted our 22nd inContact Problem Solved roadshow in Louisville, Kentucky. Aside from the discussions of Kentucky basketball, bourbon and horse racing, we had some terrific presentations from customers Ray Valentine from KM2 and Mike Miller from Corrisoft. While their businesses are radically different - Ray's company provides outsourced contact center services and Mike's company...