Recent Posts


Realize Real ROI – Part 3

Thursday, June 23rd, 2016

In part 2 of this series, we examined some of the key processes where we often begin an optimization initiative. In this third and final installment, we will look at how a major retail client of EPIC Connections realized a staggering ROI after undertaking a strategic technology optimization project.

Like many retailers, our customer was looking to balance customer satisfaction and cost effectiveness without sacrificing either. EPIC examined their technology stack, including speech, self-service and outbound applications and their use in the retailer’s business. After just four weeks, the EPIC team delivered an automation roadmap and ROI analysis that was centered on improving containment rates within their IVR system.

call quality monitoring

Call Quality Monitoring Dos and Don’ts

Tuesday, June 21st, 2016

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. Any employee that a customer talks to is the face of your business during that interaction. If your employees are interacting with a high volume of customers on the phone, it’s important to make sure those contacts are both positive for the customer and aligned with your business objectives. Quality monitoring plays an important role in the performance improvement process to make sure both needs are met.


Transforming Customer Experiences [New Video]

Thursday, June 16th, 2016

Over the years, we’ve grown as a company in size with many customers from mid-sized to large organizations, in government, non-profit and many different industries. We are now working with over 115 Fortune 500/Global 2000 companies. I’ve enjoyed getting to know many of our customers and their success stories including some pretty impressive results. This year we wanted to bring the inContact story to life based on our purpose and our promise. This new video is the result of that effort. We wanted to create a meaningful connection between what customers expect today and the need to transform customer experiences in order to achieve your goals.

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