Ho! Ho! Home-based Agents
Dec 20, 2015
ICMI - If you are in retail or another strongly seasonal business that peaks around this time of the year, I would wager a bet that you’d hire Santa and all his elves—maybe even Rudolph the Red-nosed Reindeer, if only he could talk—to help stem the seasonal influx of contacts.
Voice-as-a-Service: Where VoIP Meets Help Desks
Dec 17, 2015
PC Mag - Built-in voice calling features are simplifying the customer service experience for help desks and customers.
Strategies to Successfully Deal with Rude Customers
Dec 10, 2015
ICMI - If you have worked in customer service, especially in the contact center realm, you know that rude customers are inevitable. It’s a tough situation that can be emotionally draining, but it doesn’t have to be. Here are some strategies you can use immediately...
Retain Top Talent by Promoting from Within
Dec 3, 2015
ICMI - If the current paradigm in your office is to disregard internal candidates in favor of external hires, consider the potential costs of losing your best and brightest top performers.
Web Chat Integrated with CRM? Same Difference
Nov 17, 2015
ICMI - So, what’s up with Web Chat? No matter where you look: everyone seems to agree that web chat is up and coming. You could actually arguably make the point that it’s already here.
Yes, the Customer is Still King
Oct 29, 2015
ICMI - Customer needs and expectations reshape how interactions are structured and handled, which interaction channels are offered, and what constitutes acceptable customer service.
Understand Your Customer Expectations By Channel
Oct 25, 2015
ICMI - In the digital era, there are an ever expanding number of technologies which allow companies to interact with their customers in various ways. Each of these channels comes with its own nuances and sets of pros and cons
inContact Refreshes Cloud Contact Center Platform
Oct 1, 2015
Channel Vision Magazine - inContact has launched its Fall 2015 release of its cloud contact center platform. As part of the release, inContact is establishing the core technology components of a complete cloud customer interaction platform.
inContact Introduces Voice as a Service
Sep 30, 2015
No Jitter - inContact has announced availability of the Fall 2015 release of its cloud contact center platform.
inContact Hunts for Acquisitions
Sep 21, 2015
Daily Cloud - inContact is the leader in the cloud-based call center market, with an aggressive focus on growth.
Call Centers Ready for Big Show
Sep 20, 2015
TMCnet.com - Contact center luminaries from far and wide are making plans to head to Salt Lake City next week for the 11th annual InContact User Conference (ICUC).
Data and Reporting: Looking for the Holy Grail?
Aug 9, 2015
ICMI - Ah, Data and Reporting! The Holy Grail of Contact Centers and arguably the most disputed and researched single Contact Center topic ever.
Customer Service Week Isn’t Enough
Aug 5, 2015
ICMI - Showing appreciation for your customer service associates during one short period of the year – and nothing more – won’t move the needle on morale, performance or loyalty... What is your company doing to ensure this isn’t the only time of year that appreciation is expressed?
The Modern Day Tower of Babel: Solutions for the Multilingual Contact Center
Jul 21, 2015
ICMI - The “Tower of Babel” is an interesting metaphor for what can be a challenge for many a contact center nowadays...
App Mavericks - Maximize Agent Efficiency and Delight Customers with inContact
Jul 14, 2015
App Mavericks - Salesforce MVP Geraldine Gray connected with Paul Jarman, CEO of inContact, for an App Mavericks web chat. Check out how this cloud contact center solution maximizes agent efficiency and provides a unified customer experience across all communication channels.
Three Ways to Innovate at Your Company
Jun 30, 2015
Huffington Post - Innovating means disrupting -- challenging the status quo even for very successful products.
InContact Partners with SmartAction, Talks About Social Customer Care
Jun 22, 2015
TMCnet.com - TMCnet spoke at the Las Vegas event with Jennifer Waite, product marketing manager at inContact, which sells a complete cloud-based workforce optimization suite for contact centers of all sizes...
“Thumbs On” Done Right Gets A “Thumbs Up”
Jun 18, 2015
ICMI - Did you know that there’s a fair chance you can tell someone’s age by the way they ring a door bell? Sounds weird? Not at all! Research indicates that whilst most adults over 20 will use their index finger to ring a doorbell, the majority of people under 20 will actually use their thumb. Why?
Top Challenges When Evolving from Multi- to Omnichannel
Jun 17, 2015
Contact Center Pipeline - What are the top challenges that contact centers face when transitioning to an omnichannel strategy? The following are key insights from industry solutions providers.
Proactive CRM Strategy Will Guide The Future Of Travel For Millennials
Jun 14, 2015
Forbes - Proactive customer service is a win-win for both customers and companies – it’s what millennials want and it has a positive effect on brand perception.
Expected Channels for Millennials: 5 Social Media “Need to Knows” for Contact Centers
May 28, 2015
ICMI - Adding social media to your contact center’s multichannel mix may or may not be the right move. Here are five things to consider when considering social media.
Birds of a Feather: Cloud Software Leader Picks inContact’s Cloud Platform
May 27, 2015
TMCnet.com - In the expanding world of cloud computing, it’s understandable the leaders would know each other. It’s a small world so far, and they’re all growing together... It’s no wonder inContact was chosen, as the company continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization and an enterprise-class telecom network for the most complete customer journey management.
inContact Introduces 2015 Release of Cloud Contact Center Software
May 19, 2015
DestinationCRM - The release offers a multichannel agent interface for Salesforce, new outbound campaign management, automated actions in WFO, new reporting options, and additional APIs for a growing developer ecosystem.
Heightened Expectations in Today’s Hyper-Connected World
May 11, 2015
ICMI - As we know, customers want it all: infinite choice, immediate access, personalized service. And, they expect your contact center to deliver it at every step... Here are three key findings from our recently conducted customer journey research and how they affect the contact center.
Self-Service Isn’t Enough
May 7, 2015
DestinationCRM - Conventional wisdom says that the need for contact center agents is diminishing with the adoption of automation and self-service channels.
Quality Live Agents Are Still Required: Workforce Optimization Can Help
Apr 30, 2015
Connections Magazine - In today’s hyper-modern and seemingly automated world, self-service is not enough. Customers want and expect personalized service and interaction with live customer service agents.
Contact Center Plays Clear Role in Customer Journey
Apr 29, 2015
CMO.com - As marketing leaders, we’re aware that every step in the customer journey counts. However, with all of its nuanced complexity, your customer journey model might be missing a vital element...
RingCentral, inContact Partner on Contact Center
Apr 28, 2015
eWeek - RingCentral announced the launch of its Contact Center platform, which is powered by inContact, a provider of cloud contact center software. The solution is integrated with RingCentral Office and gives contact center agents the ability to engage customers through multiple channels, including voice, email, chat and SMS.
RingCentral Partners with inContact to Provide Cloud Contact Center Functionality
Apr 26, 2015
DestinationCRM - The cloud communications provider will now offer real-time queuing and dashboarding for the contact center.
Customer Expectations in Today’s Hyper-Modern, Hyper-Connected World
Apr 14, 2015
BrightTalk - Consumers want it all: infinite choice, immediate access, personalized service. And they expect you to be available and deliver at every step in an effortless multi-channel, multi-event customer journey. Mariann McDonagh, CMO of inContact, will share hot-off-the-presses research about consumer expectations during the peak shopping season.