Can you imagine going to a basketball game without a scoreboard?READ MORE >>
It’s Feedback Friday at inContact! We recently received a wonderful comment from one of our customers, Society for Human Resource Management (SHRM). It’s our goal to provide superior support at every point of the customer journey and we’re happy to hear about SHRM’s experiences with our amazing team.
“Much to my delight – Paula Ridley and Todd Madsen were our constant companions through this entire process. To say that they have been the most knowledgeable, the most professional and the most fun to work with would be a HUGE understatement. I have been in the Call Center and Telephony field for well over 30 years and Paula and Todd are now the way in which I will measure any other vendor teams I will work with in the future.READ MORE >>
In celebration of Customer Service Week (October 6-10) we would like to honor one of our most talented customer; Amy Latzer, Chief Operating Officer of 211 LA County. Last month we nominated Amy for the Quality Assurance & Training Connection 2014 Outstanding Quality Focus Award. We are proud to announce that she was presented with the award at QATC’s Annual Conference in September.
As COO of 211 LA County, Amy provides leadership and staff development expertise through coaching and training, monitoring and improving all service levels, program development, and maintaining communication for the multiple requirements of contract compliance.READ MORE >>
When a customer service blunder is made public, it’s easy to forget that no contact center is perfect—including ours. Every few months a customer support issue makes headlines, and while the press heaps criticism on those contact centers, we should be taking notes on ways to improve our own processes and procedures instead of casting stones. In that spirit, below is a list of three ways we can all learn from a failure.
1. Agents Will Always Make Mistakes
No matter how rigorous your training program, no matter how experienced your managers, and no matter how detailed your processes and procedures are, agents will always make mistakes.READ MORE >>