ICUC 2011 Monday Recap

ICUC this year is all about power - enabling power in your call center and the power to put your customers first. And we're having a lot of fun already.

We kicked things off yesterday with free training in Workforce Management and Studio Development from beginner to advanced for our customers and partners. The sessions were completely full, and delivered a great opportunity for our customers to learn from our top enablement consultants while having access to all of the best minds at inContact.

Attendees also brought their “A” game for a best ball scramble at the scenic Eaglewood golf course nestled in the hills of the Wasatch Front overlooking the Great Salt Lake. Eaglewood’s meticulously manicured greens and sloped mountain design posed a fun challenge and a great opportunity to network with fellow attendees.

We gave out a lot of awards to the top players:

1st place at 8 under:

  • Wending Bohling
  • Patrick Perl
  • Brian McEnroe
  • Lee Foster

Women’s Long Drive – Wendy Bohling
Men’s Long Drive – Brian McEnroe
Closest to the Pin – Mike Franklin

We also hosted tours of the inContact offices all afternoon. Customers were able to meet face-to-face with some of the inContact employees who they typically only speak with on the phone.

The evening ended with our annual Opening Reception. It was a great opportunity for mingling, networking and working with inContact product experts in the Solutions Lounge. We even had two attendees who not only realized they grew up in the same town, but they both lived in the same house, one after the other! To make it even more fun, they both had the same bedroom in the house!

We're gearing up for another great day of ICUC today. The day will start with a keynote from Paul Jarman on trends in the contact center and the way that inContact is embracing the opportunities created by those trends. He will be followed by a keynote presentation from Martha Rogers of the Peppers & Rogers Group, presenting on how customer trust leads to increased retention, profits and repeat purchases. Building customer trust takes a holistic approach from the entire company, but the departments on the frontlines of customer interaction, including the contact center, have the greatest stake and impact in the trust equation.

The opening keynotes will be followed by a day full of thought leading breakout sessions, and ended with a luau night, complete with roasted pig.