Cloud solution helps hotel chain compete in hospitality industry

VIEW 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

VIEW 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

VIEW 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

VIEW 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

VIEW 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

VIEW 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

VIEW Sep 29, 2016 - ​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

VIEW 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

VIEW Aug 10, 2016 - 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

VIEW 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

VIEW Jun 16, 2016 - ​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

VIEW 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

VIEW 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.

NICE Day for inContact

VIEW May 17, 2016
No Jitter - ​In a gambit aimed in part at gaining cloud expertise, NICE buys SaaS provider inContact for $940M.

Call Quality Monitoring Dos and Don’ts

VIEW 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

VIEW 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.

inContact, former Uptivity/CallCopy founders thriving

VIEW 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.

Writing Job Postings: Marketing for Candidates

VIEW 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.

Cloud Contact Center Market Taking Share From On-Premise

VIEW 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.