Transforming customer experiences

The NICE inContact Blog

Read more blogs by Sonya Hansen

8 blogs

SENSA's Innovation Improves Customer Retention by 10%

Weight loss innovator, SENSA, provides products that promote a healthy lifestyle and assists customers with appetite suppression. As a direct-to-consumer company, SENSA must provide a stellar customer experience to ensure customer retention, which includes quickly respond to customer inquiries. After adopting the inContact solution, SENSA saw significant results in both agent performance and customer retention: Reduction in agent...

2-1-1 San Diego: Mojo Award Winner

At the heart of every contact center success story is a team of people who are raising the bar to make a difference. People who decide that they are willing to go above-and-beyond to make an impact on the goal they are trying to achieve – higher conversion, increased loyalty, or in the case of 2-1-1 San...
David May recieves his Mojo Award during the Arabian Nights dinner at ICUC 2013. L to R Sarah McElwee, KMB Group; David May, Schumacher Group; Greg Ayers, inContact

Six Ways to be an Influential inContact Customer

David May recieves his Mojo Award during the Arabian Nights dinner at ICUC 2013. L to R Sarah McElwee, KMB Group; David May, Schumacher Group; Greg Ayers, inContact. At the beginning of October, we presented seven contact centers with a coveted Mojo Award to celebrate their contact center success. Over the next few weeks, we’ll share some of...

ICUC by the Numbers

Every year ICUC gets bigger and better. This year was no exception. Last week at our 2013 conference, we had 550 attendees from 140 different companies. One individual came all the way from Stockholm, Sweden to be with us at the Westin Lake Las Vegas Resort and Spa. Our survey results show that customers find the travel worthwhile...

An Insider's Guide to Getting the Most out of ICUC

With ICUC 2013 two weeks away and hundreds of you already registered to attend, I want to make sure you get the most from your conference experience. Here are some tips for having a great time and taking full advantage of everything at your fingertips. Divide and Conquer: ICUC is the most valuable opportunity you’ll have to learn...
Ray Valentine (center), Chief Technology Officer of KM2 Solutions accepts the 2012 Global Cloud Citizen Mojo Award from inContact’s Durinda Biesman (left), SVP of Customer Experience, and Bassam Salem (right) Chief Business Officer.

Get Your Mojo On

Having a front row seat for the first-ever Mojo Awards was one of my personal highlights from last year’s ICUC. I’m sure it was even more fun for our winners when they heard their names announced for excellence in categories such as Technovation and Global Cloud Citizen. The latter went to Ray Valentine (pictured center), Chief Technology...
ICUC logo

ICUC13 Planning in Full Swing

Last week, I spent a couple of days at the ICUC 2013 venue, The Westin Lake Las Vegas Resort & Spa. I've been working out the logistics for our keynote speakers, Tim & Kris O’ Shea. These two are not only well-versed industry professionals who understand the demands of running a successful contact center, but they’re also...