omnichannel

Reduce Repetition with an Omnichannel Customer Experience

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Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video. Follow the twins, Jimmy and Johnny, to see for yourself what happens as each of them tries to execute a quite mundane task: reschedule a service appointment for […]

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phone system features

Top 5 Essential Contact Center Phone System Features

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Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: 1) […]

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what is interactive voice response?

What is Interactive Voice Response (IVR)? Everything You Need To Know.

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Interactive voice response (IVR) is an automated system that answers incoming calls and provides instructions to customers, who are then able to interact via keypad or voice recognition to speak with an agent or troubleshoot issues. IVR has been a staple of contact centers (and the customer service they provide) for many years. While its […]

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contact center system features

The Top 10 Contact Center System Features for 2018

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Here’s our hit list of the top 10 contact center system features for 2018 you won’t want to miss. They are not in any specific order, and for good reason: what will be most important in your contact center environment will largely depend on where your focus will be next year. Will you be looking […]

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Reducing Customer Effort – Make it Easy to be Your Customer

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Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. NPS focuses on long-term happiness, whereas CSAT […]

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5 Call Center Trends That Stand the Test of Time

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This blog is the first one in a series of posts on trends in the contact center. Quick excursion into Call Center history: Call Centers received mainstream attention after Rockwell patented their Galaxy Automatic Call Distributor (ACD) back in 1973. Obviously call centers have evolved since the 70s, but there are some call center trends […]

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social customer service

How inContact Enables Better Social Customer Service

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Recently, I found some *stunning* statistics indicating that the number of worldwide users of Social Media (of any type) is expected to reach some 2.95 billion by the year 2020. This equates to approximately one-third of the Earth’s entire population. The region with the highest penetration rate of social networks is North America; where, as […]

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