Contact Centers Drive the Social CRM Revolution

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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 […]

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ICUC 2014: Innovation. Unleashed. inContact’s User Conference – the best there is

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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 […]

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Santa’s Wish (Contact) Center

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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

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ICUC 2013 – Save the Date!

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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 customers, partners, analysts and industry experts will gather to explore “Building Tomorrow’s Contact Center. Today.” Let’s dive into your toughest contact center challenges and focus on strategic planning for the future. We’ll answer questions such as:

  • How do I balance the cost and quality of service interactions?
  • What is the best way to align organizational business goals to overall contact center performance?
  • How can my IT team add value to the business with state-of-the-art technology and applications without going over budget?
  • What methods are other teams using to meet service level agreements and increase customer satisfaction?
  • How can I integrate new customer interaction channels like social media and chat into our processes? 

We’ll be opening registration soon, but want you to save the date for ICUC and plan to join us at Lake Las Vegas. At The Westin Lake Las Vegas Resort and Spa, you'll discover a side of Las Vegas that's anything but ordinary. Retreat from the neon lights of Las Vegas to a lakeside paradise. Don’t worry, there’s a casino less than a mile away for all of you gambling types… We’ve negotiated a great hotel rate with the Westin and, if you register early, you’ll receive our Super Saver conference pricing.

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CEO Paul Jarman Sits Down with 1 to 1 Magazine’s Executive Editor, Tom Hoffman

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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 centers?

Our CEO Paul Jarman sat down with 1 to 1 Magazine’s executive editor, Tom Hoffman, to discuss this and much more.  Click here to watch Paul’s turn in Hoffman’s Hot Seat.

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Be Part of the inCrowd. 10 Days Left to Register for ICUC!

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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 the "inCrowd"! Don't miss your chance to get in on the action. Registration expires on September 30th and this is an event you can't afford to miss! Register Now.

This year we bring you more value than ever before. You’ll hear from industry experts, like Joseph Michelli, author of The Zappos Experience, about how to uniquely brand your service experience. And, you’ll learn about managing millennials in your contact center from the smart, ex-Best Buy guys at Infinite Green. Of course, we’ll also have the best and brightest minds from inContact on-hand to share our latest innovations and service offerings with you. Our teams will show you how our newest developments can help you be wildly successful in 2013.

But, the most important thing about ICUC is the networking – we have 28 customer speakers on topics such as managing at-home agents, measuring and reporting on what matters, and capturing the voice of the customer. These folks have “been there and done that”, which gives you the chance to learn from their experiences – and take note of the obstacles you should watch for along the way.

ICUC is a steal at the low price of $529, offering you more than $10,000 in training and immeasurable value in best practices and networking. Register to join us today.

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It’s All About Growth

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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 is in the correctional market – what was remarkably similar about them was… it's all about growth.

KM2 continues to add new customers, agents, campaigns and geographies in order to service their growing base of financial services, insurance and telecom customers. Corrisoft is doing some truly innovative stuff around services for correctional institutions and their populations. Both these organizations are laser focused on fast growth – and they look to the cloud to enable their expansion.  As Mike Miller so eloquently said, "I don't want to worry about building call centers… I just want to be able to communicate with my customers and grow my business."

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Love In The Workplace

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OK…I admit it…I’m sort of a type A personality.  In fact, it’s true of most of the great Marketeers I know.  We tend to be high-powered types who live on adrenalin and deadlines.  From the outside, Marketing seems like a glamour job but, for those of us on the inside, we know its elbow grease and a ton of hard work with a small amount of magic and glitter at the very end to make it all sparkle.  So what makes marketers – and most people – run even harder than they naturally do?  Appreciation.  Take a look at this post on Harvard Business Review.

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Verizon Teams with inContact to Deliver New Cloud-Based Customer Care Solutions

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I’m very happy to share with all of you the details of an announcement we made this morning – Verizon is teaming with inContact to offer an advanced suite of cloud-based Virtual Contact Center services.

Nine out of 10 of the world’s leading financial firms and countless other world-class businesses rely on Verizon’s Contact Center solutions to strengthen their customer relationships.  Verizon selected inContact, after an extensive review of the players in the market, to build on their successful track record by accelerating delivery of innovative customer care capabilities as part of their strategy to provide enterprise cloud solutions for multinational and government customers worldwide.

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