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ICUC15

Legendary Journeys Ahead at ICUC 2015

Friday, April 24th, 2015

If you haven’t already heard, our 11th annual inContact User Conference is September 29th thru October 1st at the Salt Palace Convention Center in Salt Lake City, Utah. ICUC is consistently an industry standout, and ICUC 2015 will be no exception. This year’s lineup of speakers, training sessions, workshops and discussions that will transform the way you look at your contact center and give you the tools to lead it confidently into the future.

The theme of ICUC 2015 is “Legendary Journeys Ahead”. The contact center industry is at the threshold of tremendous change and is driven by today’s hyper-connected, hyper-modern consumers.

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The Messaging Sherpa: Short Codes and Long Codes

Wednesday, April 22nd, 2015

Want to extend your customer communications to text messaging (SMS) and broadcast text messages to your subscribers’ cell phones?

Adding the text-messaging channel to your contact center should be fairly straightforward, right? Technically it is. At Mobile Messaging Solutions (MMS), we are experts in all kinds of messaging tools and can get you up and running with text-messaging services in just a few minutes.

But, there is one piece of the text-messaging puzzle that needs more than just a little technical expertise to get into place – the short code.

The Short Code Dilemma
A short code is nothing more than a 5 or 6-digit number that is used exclusively for sending and receiving text-messages with application servers.

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Reporting-Powered Coaching Drives Contact Center Results

Monday, April 20th, 2015

Originally published as an article in the Learning & Development section on www.icmi.com

Since the earliest days of the call center, the industry’s most visible metrics have focused largely on quantity – calls per hour, average handle time and idle time, just to name a few. But today, a growing number of companies are asking questions about the qualitative side – such as, “How are we interacting with customers and prospects? Are our messages resonating? Are we creating a positive experience? Are we getting the results we want from our contact center?”

Leaders looking to answer these questions often consider implementing a coaching program to provide feedback and guidance to improve agent performance.

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