Frost & Sullivan East – Trends & Ideas

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Last week, some of my inContact colleagues and I ventured to Marco Island, Florida for the annual Frost & Sullivan East conference. While we were there, we engaged in some great discussions with customers, partners, future customers and friends. Conferences can be a bit overwhelming as there are so many ideas thrown around that it is hard to know where to start. I've boiled it down to just a couple key takeaways and included them below. Were you there? Tell us about your favorite part!

  • Quality Management with a Twist – No, it's not a fruity beverage! Actually, inContact customer, Lisa Bullen-Austin from United Way Worldwide and product marketing manager, Jen Waite presented a session focused on bridging the gap between the voice-only and multi-channel world and bringing agents and the quality program along for the ride. Key takeaways and suggested action items can be found here.
  • Social is the new "black" – Almost every session made mention of the importance of addressing social media and chat channels. It is exciting to see this topic gaining traction. One of the main things taken our discussions was if you aren't thinking about social and chat, now is the time to start! Hear Tom Hoffman of 1to1 Media and Jen Waite discuss "Building the Social Support Organization" in this quick video for a few ideas.

As always, one of the main benefits of attending any conference is the opportunity to build your network, meet experts and practitioners and discuss challenges, opportunities and the future of the contact center with them. If you weren't able to make it to this conference, I encourage you to attend inContact's Users' Conference (ICUC) in October to hear more about advancements in multi-channel technology, learn from your peers and meet one-on-one with our product experts.