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Eight Seconds or Less: A Guide to Outbound Calling

Friday, September 23rd, 2016

Guest blog post from our friends at SmartAction.

A 2015 study by Microsoft concluded that the average person’s attention span was just 8.25 seconds. To put this into context, a goldfish has an attention span of 9 seconds; almost a full second longer than ours! While this news is slightly disturbing, it does provide valuable insight into how important the first ten seconds are for engaging your customers. With such a short window to capture an individual’s attention, it’s crucial to optimize those first few seconds of contact.

We do a number of outbound calling campaigns and have realized the significant impact the first few seconds have on a campaign’s success and capture rates.

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5 Tips for Managing Remote Contact Center Agents

Tuesday, September 20th, 2016

With the fall of so many technological barriers, many businesses have warmed up to the idea of remote employees. For contact centers, adding agents that work remotely offers many benefits including helping reduce overhead, greater immunity from natural disasters, more flexibility with scheduling, and increased job satisfaction. Plus, contact centers are already pretty familiar with remote phone communication, since that’s still the channel where the majority of customer communication takes place (though that could be changing soon).

While there are plenty of advantages to having remote agents, there are certainly some downsides as well, including limiting face-to-face conversations and making it harder to track performance.

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DF 2016 booth

Cut the Cord to Boost Contact Center Performance

Monday, September 19th, 2016

Analysts unanimously agree: Customer Experience is the new competitive battle field. Price or functionality is no longer a sustainable competitive differentiator for most products and services. It is an interesting coincidence (or maybe not a coincidence at all) that the rise of customer experience as a competitive advantage comes at the same time when customers have higher expectations and more choice than ever before.

At Dreamforce 2016, inContact has tag-teamed with one of our customers using the inContact Agent for Salesforce – Mitchell International, Inc. – and will jointly deliver a breakout session that examines current customer expectations.

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