what is automatic call distribution?

What is Automatic Call Distribution (ACD)?

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Great customer experience has many components, but one of the most important tasks for contact centers is routing customers, regardless of channel, to the best agent possible. Though the name is a bit outdated given that contact centers now handle calls, chats, emails, social, and SMS, an automatic call distributor, or ACD, has been the mechanism […]

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Elevated Customer Experience Means Fast Action and Human Interaction

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With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction Brands should tune into their customer preferences to ensure they’re providing the best possible experience. Customers want […]

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4 Ways to Improve Cross-Functional Relationships

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While contact center agents typically serve as the face of the company, we know that there are many internal functions that influence a customer’s experience. A contact center can have the best technology and most proficient agents, but without effective relationships with other organizational functions, the contact center will not be able to deliver the […]

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From the C-Suite and Beyond: Driving the Value of Customer Experience

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How inContact “Walks the CX Talk” inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and […]

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omnichannel

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

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How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for […]

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All Businesses are in the Customer Service Business

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Have you ever had a customer experience that makes you feel like you’ve been dropped into a black hole on Groundhog’s Day? You continue to get looped through the same menus through an interactive voice response (IVR) system and end up in the same holding pattern? The struggle was all too real for me recently […]

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inSide inContact: Tips for Creating an Effective Evaluation Form

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Creating evaluation forms in the contact center can be a complicated process and often involves more than a few people. However, a completed evaluation form should be simple, easy to understand, and focused on your operations core mission. The less ambiguity the faster the impact it can have. There are several dos and don’ts you […]

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