icuc 2017 mojo award finalists

Announcing the 2017 inContact Mojo Award Finalists

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The 2017 inContact Mojo Awards represent the best in our industry, reflecting great commitment, concepts and creativity. We are excited to recognize our users who have achieved excellence and drive superior contact center experiences. The nominations this year were outstanding and speak to the growth of the contact center industry. The finalists for the 2017 […]

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call-center-implementation

How to Assemble Your Implementation “Dream Team”

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We all remember the Dream Team. You know, the US Men’s basketball team from the 1992 summer Olympics in Barcelona? What some sport journalists claimed was the best team of athletes ever assembled? Alright, well if you lived under a rock during the early 90’s – or better yet, weren’t born – I’ll frame it […]

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digital-transformation

To Unlock True Benefits of Digital Transformation, Moving to the Cloud is First Step

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As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud.  Sheila McGee-Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the […]

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outbound dialing strategy

5 Tips for a Better Outbound Dialing Strategy

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When it comes to outbound dialing, everyone wants the same thing–to achieve the highest connection rates possible, resulting in the maximum amount of closed sales, collections, or donations. Dialing technology has come a long way from the days of manual dials from endless lists. Predictive dialers facilitate continuous connections, keep agents busy on the phone […]

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call center customer experience

Top Trends Shaping the Contact Center Customer Experience

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In today’s connected world, customers have a multitude of channels for engagement and expect technology to permeate that experience.  The expectation is that any delivery of service will provide broad availability, fast and high-quality response and resolution, and data that is contextual and proactive.  At SpiceCSM we continue to see these customer requirements driving a […]

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