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Emerging Trends for Contact Centers in 2014 and Beyond

Monday, July 21st, 2014

In their newly released U.S. Contact Center Decision-Makers’ Guide 2014, Contact Babel highlighted a few important trends in the contact center industry. The findings were focused on technology penetration and implementation plans, expenditure priorities, and top managerial issues for 2014. Check out the charts below to see if your contact center plans match up with your industry peers.

Focusing on technology, Contact Babel found that the two high growth areas for contact centers are web chat functionality and a customer-focused mobile app. 17% of those surveyed plan on implementing at least one of those features in the next 12 months, which confirms the trend that businesses are actively exploring non-voice channels to interact with their customers.

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CRM

Showcase of AppExchange Partners

Wednesday, July 16th, 2014

You know the AppExchange has loads of technologies to help your organization operate more effectively. Particularly when it comes to leveraging your Salesforce CRM data. To that end, inContact and EnablePath have joined together to bring you the Showcase of AppExchange Partners.

During these free, live events you’ll hear from some of the top AppExchange partners relay success stories from organizations just like yours. Additionally, you will enjoy great networking opportunities, learn more about best practices from AppExchange partners, plus a keynote presentation from Salesforce.com.

For more information about our event in Utah, August 5, please click here.

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juggling

The Workforce-Intelligent Contact Center… Stop Juggling it All

Wednesday, July 16th, 2014

Read the WICC whitepaper for more details on how your contact center can operate more efficiently. Browse our archived resources for additional information or register for an upcoming event on our Event Calendar page.

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