Cloud solution helps hotel chain compete in hospitality industry
Dec 28, 2016
Knowledge Management World - Carlson Rezidor Hotel Group has chosen a new solution to transition from its legacy contact center system. The global hotel chain is deploying Customer Interaction Cloud from inContact, a provider of cloud contact center software and workforce optimization tools.
7 Keys to Hiring and Managing Millennials in Your Call Center
Dec 14, 2016
Call Center Times - Young adults are popular recruits for contact centers given their energy, enthusiasm, and empathy. In 2015, Millennials surpassed GenX as the largest percentage of the U.S. workforce and cemented their foothold as the main demographic for customer service representatives...
Salt Lakes Tech Economy Continues to Grow
Nov 30, 2016
Building Salt Lake - Salt Lake City is no longer an emerging tech market. According to a new report by CBRE Group, a commercial real estate services and investment firm, Utah’s largest metro is now considered a “growth leader” in the high-tech software/services industry.
Improve First Call Resolutions for a More Profitable Holiday Season
Nov 28, 2016
CMSWire - As the year-end holiday season kicks into full gear, customer contact center agents will be tasked to maintain customer experience in the face of increasing demand... Every customer interaction has a huge impact on a company’s overall achievement, and the likelihood to maintain customer loyalty.
ICUC Recap: HelpSocial Talks Social Media at inContact User Conference
Oct 18, 2016
HelpSocial - Each year, inContact, the leading provider of cloud contact center software and workforce optimization tools, hosts an amazing user conference that brings together those from the inContact ecosystem. HelpSocial was invited to present to conference goers on Social Media as a service channel. Check out the highlights...
Building Your Training Team from the Ground Up
Oct 3, 2016
Contact Center Pipeline - No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures.
Qualtrics, inContact Get Together for Valuable New Research Push
Sep 29, 2016
TMCnet.com - Trying to manage without information is like trying to play chess with a board that's in a completely different room. Being able to see what's going on in a wider market, or even in local operations, is vital to have even a decent chance of making smart decisions.
How to Measure and Improve the Customer Experience
Sep 20, 2016
ICMI - Automatic Call Distribution (ACD) statistics are like the basic baseball stats of the call center... But, how do you translate them to tell what is most important in specific situations? How do you directly correlate these statistics to the goals and vision of the contact center?
inContact Partners with HelpSocial for Social Customer Service Integration
Aug 10, 2016
SmartCustomerService.com - inContact, a provider of cloud contact center and workforce optimization software, has partnered with HelpSocial, providers of an integration platform for customer care and social media, to bring social media customer care abilities to contact center agents using inContact's Open Cloud Platform.
Growing Your Contact Center Culture
Jun 20, 2016
ICMI - Culture is something that is developed over a period of time and can’t be installed with the push of a button. Here are some tips to help you get the needle moving in the right direction.
The fastest-growing companies in the Western US
Jun 16, 2016
KSL.com - With the rise of the internet and the 2008 economic downturn, several industries have stumbled into bleak futures. But just as certain sectors have declined, several others have begun to flourish... Let’s count down each state’s fastest-growing company.
Building Your Training Team from the Ground Up
May 31, 2016
ICMI - One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures.
Nice Scoops Up InContact For $940 Million
May 18, 2016
Daily Cloud - Software maker NICE Systems agreed to acquire cloud contact center service provider inContact, combining two key contact center technologies and adding further sizzle to an already hot cloud sector.
Software group NICE Systems to buy inContact for $940 million
May 17, 2016
Reuters - NICE said the rationale for the purchase was to enhance customer service and offer what it described as a first fully integrated and complete cloud contact center where companies can interact with customers.
NICE Day for inContact
May 17, 2016
No Jitter - In a gambit aimed in part at gaining cloud expertise, NICE buys SaaS provider inContact for $940M.
Here’s Why Software Maker Nice Systems Made This Acquisition
May 17, 2016
Fortune - The acquisition will help Nice, which currently focuses on very large financial companies, to expand into the mid-market and also expand its product range, he said.
NICE acquires inContact for $940 million, eyes cloud-based call centers
May 17, 2016
ZDNet - After the deal closes, NICE and inContact plan to combine their contact center applications and analytics with cloud contact center technology, targeting both SMBs and enterprises.
Call Quality Monitoring Dos and Don’ts
May 15, 2016
ICMI - Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives.
How Not to Build Brand Loyalty: Rely on Chatbots
May 1, 2016
Loyalty360 - Facebook is joining the ranks of Kik and Microsoft in attempting to generate literal conversation between automated technology and consumers via its chatbots for Facebook Messenger... These chatbots are intended to streamline the way people access information and engage with companies, mostly on their smartphones.
Facebook Bots Are Cool, But Real Human Service Still Reigns Supreme
Apr 25, 2016
MediaPost - Society is becoming ever more dependent on technology and its conveniences and amenities, but we can’t and shouldn’t forget the unique necessities of a human touch to fulfill our services.
inContact, former Uptivity/CallCopy founders thriving
Apr 21, 2016
Columbus Business First - The former Uptivity has added 20 jobs in Columbus in the two years since the software maker was acquired, while members of its founding team have invested in startups from their windfalls and expanded the offshoot call center business ContactUs LLC to several hundred jobs.
Sandy’s City Center Is Developing A Mid-Rise Cluster
Apr 3, 2016
BuildingSaltLake.com - As Utah’s tech economy has grown, so has inContact. The company has acquired smaller firms and has grown large enough to need a new corporate headquarters.
inContact Expands Its Customer Interaction Cloud
Mar 14, 2016
SmartCustomerService.com - inContact today launched its first major release of Customer Interaction Cloud for 2016, the first of three planned for the year.
Writing Job Postings: Marketing for Candidates
Mar 7, 2016
ICMI - If you’re looking to hire top talent by posting open positions at your company, you’re competing with thousands of well-known, reputable, deep-pocketed companies with instant name recognition. It’s within this context that optimizing your own company’s job postings becomes critical.
inContact CFO, Greg Ayers - Utah Business CXO of the Year
Feb 21, 2016
Utah Business - From technology to finance, and from marketing to operations, this year’s CXO of the Year honorees exemplify the teamwork, leadership and expertise that are propelling their organizations forwar
Cloud Contact Center Market Taking Share From On-Premise
Feb 17, 2016
Daily Cloud - In an interview, inContact executives told the Daily Cloud that the cloud contact center market is continuing to take market share from the much larger on-premise contact center market, while at the same time, inContact is market leader in the cloud segment and boosting its share there.
inContact Wins Customer Magazine 2016 Product of the Year Award
Feb 10, 2016
UtahPulse.com - inContact, Inc. announced Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year.
Overcoming Obstacles of a Remote Workforce
Feb 1, 2016
ICMI - There are many business benefits to offering a remote work option... If you have been on the fence about a remote workforce, now might be the time to change your perspective.
6 Mobile Commerce Trends, Creating a Digital Marketing Strategy, Find Out What Your Website’s Worth
Jan 31, 2016
SmallBizDaily - We all know customer service is as important to a small business as its sales team. Rajeev Shrivastava, the chief strategy officer at inContact, offers his unique insight into customer service trends this year.
Why UC as a service is set to disrupt business comms in 2016
Jan 5, 2016
Computer Business Review - The boundaries between the two segments of the Unified Communications as a Service (UCaaS) market could be set to blur.