customer service

New Research Confirms – Honey Preferred Over Vinegar, Part Two

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In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. In honor of National Customer Service Week, we are going to […]

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New Research Confirms – Honey Preferred Over Vinegar, Part One

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In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. Please download the full report for complete details. In honor of […]

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outbound calling guide

Eight Seconds or Less: A Guide to Outbound Calling

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A 2015 study by Microsoft concluded that the average person’s attention span was just 8.25 seconds. To put this into context, a goldfish has an attention span of 9 seconds; almost a full second longer than ours! While this news is slightly disturbing, it does provide valuable insight into how important the first ten seconds […]

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call center channel

3 Reasons to Focus on Your Weakest Customer Service Channel

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“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of […]

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call center data insights

Sell the Value of Data Insights to the C-Suite

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A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. There are three primary […]

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The Customer is Changing: Decipher the Clues

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No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. Every […]

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enterprise tech

This Week in Enterprise Tech with inContact

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Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions, our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet […]

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My Agent eXperience Selected as 2016 Customer Product of the Year

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We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Launched in September 2015, MAX is a dynamic and context-sensitive interface […]

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holiday customer service

Cloud Cushions the Holiday Customer Service Crush

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The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. However, according to a recently released report by Harvard Business Review, where 92% of US based respondents were from organizations with more than 1000 employees, nearly half […]

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