contact center performance

Cut the Cord to Boost Contact Center Performance

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Analysts unanimously agree: Customer Experience is the new competitive battle field. Price or functionality is no longer a sustainable competitive differentiator for most products and services. It is an interesting coincidence (or maybe not a coincidence at all) that the rise of customer experience as a competitive advantage comes at the same time when customers […]

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icuc 2016

Get Ready to Transform Customer Experiences at ICUC 2016

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This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! ICUC is consistently an industry standout and this year is no exception. The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide […]

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call center customer experience

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

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According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience, “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. While the silos generally can’t be knocked down, … they can be bridged at three critical points: user experience, process and data”. The […]

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customer experience millennials

Building Customer Experience Bridges Across the Generations

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While preparing this blog, I kept thinking about Millennials. Everyone’s talking about them. They’re the driving force behind customer experience transformation because they have been raised with a digital sensibility. My first Millennial had a mobile phone by the age of 12 and a smartphone at 16, and that was a few years ago. My […]

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Give Your Contact Center a Pink Slip

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Guest blog post from our friends at Momentum Telecom. Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these […]

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Power Countless Customer Experiences with inContact

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Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. But finding a solution that will support your unique position, and determining the best approach to delivery, can be a daunting task. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. […]

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Honoring Excellence in Customer Experience – Nominations Now Open for the inContact Mojo Awards

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Mojo isn’t just the nickname for our inContact logo, it’s at the very heart of our inContact culture. Mojo represents excellence and going above and beyond expectations. That’s why it’s important that we honor and celebrate excellence at the inContact User Conference (ICUC) with the inContact Mojo Awards. During the awards luncheon on the last […]

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Take a Trip Through SeaWorld’s Contact Center at ICUC 2016

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SeaWorld Entertainment, Inc. is a leading theme park and entertainment company providing experiences that matter, and inspiring guests to protect animals and the wild wonders of our world. The company is one of the world’s foremost zoological organizations and a global leader in animal welfare, training, husbandry and veterinary care. The company collectively cares for […]

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PACE Kicks Off a Year of Great Events with their National Convention

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In April, the Professional Association for Customer Engagement (PACE) held its National Convention in Orlando, Florida. The event was full of great content, networking opportunities, and some fun thrown in. We heard an inspiring keynote delivered by the owner of Rosen Hotels & Resorts. Harris Rosen presented a message of how to be more compassionate […]

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