5 Ways CMOs Can Build A Trusted Relationship With Sales
Apr 20, 2014
CMO.com - To become “chief growth officers,” CMOs and their teams need to work alongside sales. We need to build and continually pursue a trusted relationship. Here are five ways to align interests and build trust.
Virtual Agents: Bringing Benefits Home with the New Cloud-based Contact Center
Apr 16, 2014
Customer Magazine - Employing work-at-home agents can help companies build more successful customer care and outreach programs by enabling them to call on a larger workforce, pair callers with certain affinities with like-minded agents, and lower their costs in the process.
inContact Innovates in Workforce Optimization and SMS
Apr 15, 2014
No Jitter - CIOs are looking for THE best solutions--often regardless of premise or cloud. This means that cloud contact center providers that want to set themselves apart from the increasing number of competitors are seeking to push the envelope--providing not just table stakes but innovation. Innovation is clearly inContact's core message with the announcement today.
inContact Unveils First 2014 Release of Cloud Contact Center Software
Apr 15, 2014
DestinationCRM - inContact is setting an aggressive pace for innovation in the contact center industry. With this release, we are strengthening our cloud platform and suite of products to address the advanced interactions that customers expect today.
Got WFM? Time to Move Up to WFO in the Cloud
Apr 7, 2014
ICMI - Workforce management (WFM) tools are a great start, but it’s really just the beginning. Workforce optimization (WFO) is comprised of many processes and tools that are used for assessment and improvement of the agent and organization. With a full suite, you get powerful tools to help understand and act on four key levers: Presence, Proficiency, Performance, and Perception.
3 Reasons to Boost Your Contact Center’s Strategic Value
Mar 31, 2014
CRM Magazine - Customers no longer need to purchase expensive hardware or hire specialized staff to manage their speech analytics engine, because it's all there in the cloud.
SMS Has Grown Up, So Let’s Treat it Like a Real Service Channel
Mar 24, 2014
ICMI - Getting a text is exciting. We all love receiving SMS messages from the people closest to us - whether it’s a family member, friend, or co-worker. They reach us wherever we are, and we pause our day to share a quick laugh and respond. The easy back and forth makes texting a very personal form of communication, and this intimacy is the reason that generic SMS marketing blasts tend to annoy customers and erode brand loyalty.
Contact Centers Drive the Social CRM Revolution
Mar 13, 2014
CMSWire - Cloud technology and social CRM can operationalize social customer care so that companies realign their systems and operations around customer preferences. Brands that listen and respond through social media are not only providing another channel for customers to reach them, but providing a level of customer service that drives customer loyalty — which is always at a premium.
3 Roles CEOs Expect Their CMOs To Master
Mar 5, 2014
CMO - "Satisfying unrecognized needs is especially critical for CMOs operating in emerging markets. We must have a strategic approach from the get-go. We’re not chasing what’s already there; we’re looking for the next big growth area to create." Mariann McDonagh, inContact CMO and Paul Jarman, inContact CEO, talk about what CEOs really want from their CMO.
The 2014 CRM Service Leaders
Mar 2, 2014
CRM Magazine - Hot off a number of sizable customer wins and key partnerships, this is a company on the move. "inContact is one of the ones to watch in 2014," McGee-Smith says. "Solid product improvement, coupled with strong reseller agreements with [companies such as] Verizon and Unify, have been key to its growth."
The 2014 CRM Rising Star Awards
Mar 2, 2014
CRM Magazine - "Customers don't care what channels you support—they only care that you are in the ones they are in. People start with inContact because they realize how important it is to provide customer support across all channels," Ray Wang, founder and principal analyst at Constellation Research, says.
Fight for Your Right to Own Social
Feb 26, 2014
ICMI - Good marketers never lose sight of what customers want, and in today’s online age, they want responsive, informed social service. The only way to deliver that is through the contact center.
The Power of Small Data
Feb 16, 2014
1to1 Media - While most professionals are fixated on Big Data and the insight such intelligence offers, many neglect the meaning behind day-to-day interactions and the type of impact this granular information has on the organization's approach to customer experience.
Bringing it Back Together in 2014
Jan 14, 2014
ICMI - Mariann McDonagh, inContact CMO, notes on the need for a more personalized customer experience. “As a customer, one personalized proactive experience can completely transform your perception. It transforms the relationship between a brand and the consumer.”
7 CRM Trends for 2014
Jan 5, 2014
Enterprise Apps Today - Mobile CRM, which has been gaining momentum for quite some time, is a trend that will only get hotter in 2014, experts predict.
The Many Sides Of A Multifaceted CMO
Jan 1, 2014
CMO: Marketing is exceedingly more than that pretty bow. And it’s up to us, as CMOs, to exploit marketing’s true power.