millennials customer service experience

9 Ways Millennials Have Transformed Contact Center Customer Experience

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As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on […]

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Average Handle Time (AHT) Best Practices

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I get it, time is money. The more time your agents are on the phone, the more they’re costing you. Not just in telecom costs, but in other areas like service level and customer satisfaction. A quick google search for call center metrics will explain to a new contact center leader what success metrics should […]

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Registration Open for Blockbuster ICUC in May 2017

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  On the heels of every successful inContact user conference, we immediately turn our sights to the next one. But this time, it’s different. Coming up next will be ICUC 2017 at NICE Interactions, May 8-10 in exciting Las Vegas! Registration is open, so you please REGISTER NOW. Here’s what you need to know – […]

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To Err is Human

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There’s this common theme that goes along with being human. We mess up. It’s expected. Even though it stings when it happens, it’s an essential part of the human condition. At some point in your life, as a consumer, something will not go as you expected. Getting billed the wrong amount, a product or size mix […]

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When Salesforce® Lightning Strikes! The Top Three CX Improvements

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Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic). What we do want to share with you is a preview of what will happen in the Salesforce universe when Lightning strikes […]

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