call center customer experience evolve 2017

How Contact Center Customer Experience Will Evolve in 2017

Share:

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? […]

Read
omnichannel customer service trends

The Top Omnichannel Customer Service Trends in 2017

Share:

On March 14th in Scottsdale, AZ, dozens of business professionals gathered to discuss the benefits, and customer expectations, of an omnichannel contact center. Consumers want options when interacting with the companies they choose to work with. When companies are able to honor their preferred channel, they receive higher customer satisfaction scores. Many of those in […]

Read
transform contact center customer experience

3 Ways inContact Transforms Your Customer Experience

Share:

We believe one-on-one customer interactions have a real and lasting impact on people’s lives. It’s a belief that inspires us to relentlessly innovate in the cloud and find smarter ways to transform customer service. I’d like to share with you the three most powerful initiatives our team at inContact works at every day to help contact […]

Read
call center agent scorecard

Building a Better Agent Scorecard

Share:

The customer experience and agent engagement is becoming one of the most significant focal points for nearly all consumer facing companies. The method by which we review and evaluate performance should deliver results that support this focus. The traditional methods rarely deliver the results that continuously produce a high value customer experience simply because they’re […]

Read
call center crm together

Contact Center and CRM: At Odds or in Harmony? Part II

Share:

If you missed it, please read Part 1 of this blog series. It is not surprising that the question of whether to choose a contact center or CRM desktop is more common today than it was five or ten years ago. According to respected analyst house Gartner, the CRM market nearly quadrupled from 2007 to […]

Read
3-2-swisslog-incontact-blog-v3

Customer Story: Swisslog Healthcare Keeps 24/7 Service Available to Hospitals

Share:

Swisslog Healthcare provides round-the-clock service to over 3,000 hospitals. Their company designs, develops and delivers best-in-class automation solutions for health systems, warehouses and distribution centers. About 80% of North American hospitals use Swisslog pneumatic tube systems or pharmacy automation solutions. In this time-sensitive environment, the contact center’s ability to efficiently respond to emergencies is critical. […]

Read
contact center and crm

Contact Center and CRM: At Odds or in Harmony? Part I

Share:

I come from the contact center world, that is, I’m from the telephony side of that world. I worked part time as an AT&T operator in college, did an internship at Bell Labs in college and started my career at AT&T Long Lines after business school. You can’t get more telephony than that. For me, […]

Read
1 2 3 108