ICUC 2011 Tuesday Recap

The second day of ICUC was absolutely fantastic! We kicked off the day with a great keynote from Paul Jarman, followed by a very insightful keynote presentation by Dr. Martha Rogers of the Peppers & Rogers Group followed by a great day of breakout sessions.

Paul Jarman Opens ICUC With Trends and Vision

inContact CEO Paul Jarman briefed the attendees on the current state of the call center industry and the changes the industry can expect over the coming years. As Jarman pointed out, the market will face more change in the next five years than it saw over the previous 15 years. He also briefed the attendees on inContact’s roadmap for the future and its upcoming innovations.

Martha Rogers Keynote a Conference Highlight

Acclaimed author, business strategist, and a founding partner of Peppers & Rogers Group, Martha Rogers, Ph.D., was the featured conference keynote speaker and shared with ICUC attendees 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.

Fun on the Plaza

After a day chock full of thought leading breakout sessions, our attendees relaxed at our luau on the Gallivan Plaza, right outside the hotel. The attendees munched on Hawaiian barbecue, including a roasted pig, and enjoyed our signature Mojo Mojitos while learning how to hula to a traditional Hawaiian band.