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Does Your Tech Stack Up to Deliver Enhanced Customer Experience?

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The value of delivering enhanced customer experience (CX) is well quantified1. A strong correlation between customer experience and financial returns is driving organizations to build a long-term CX strategy that spans not just across individual teams and business groups but the entire organization. This involves a systematic redesign of the basic building blocks – people, […]

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Reduce Your Cost per Contact: 5 Tips

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Today’s contact centers use so many metrics to evaluate the health of their contact center (CC). However, many of the most well-known metrics (e.g., handle time) do not show any direct impact to revenue; which is why “cost per contact” should be considered the king of CC metrics. It shows the direct link between operational […]

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Enterprise Connect 2017: Contact Center Round-up

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2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. And I ought to know. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. So, what were the contact center […]

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Congratulations to the 2017 inContact Mojo Award Winners!

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inContact honored customers in four different categories as it closed out ICUC 2017 at NICE Interactions on May 10th at The Cosmopolitan of Las Vegas. The inContact Mojo Awards celebrate companies and individuals who encompass an “above and beyond” commitment to providing superior contact center experiences to their customers. We would like to take this […]

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Improving your Interactive Voice Response, one subtask at a time

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As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. First, optimize repetitive subtasks. Let me give an example of subtask needing optimization. I rent […]

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