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Keeping Human Interactions in the Customer Experience

Thursday, April 28th, 2016

When we think about all of the interactions we have with a brand, whether it is virtually on your smart phone or in-person at the store, there are many key touch points that are significant to the customer journey. In today’s hyper-modern world, the customer experience is made up of automated and voice activated systems, such as chat bots. These tools simplify many of our everyday processes, but for many, we have found that the human interaction is the most vital of them all.

Internet Retailer recently published an article about this exact research. Even though chat bots have some initial glitches, they still have a place and a potential in the customer experience journey.

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performance management

The Key to Performance Management Success

Tuesday, April 26th, 2016

Setting goals can be challenging at any level of the organization.  Contact center professionals are asked to balance costs with quality, service and the increasing demand across new channels.  While each contact center’s goals vary depending on factors like size, location, line of business, or present technology, these goal setting principles can work across many different situations.

Tony Robbins, a well-regarded motivational speaker and author, says “Setting goals is the first step in turning the invisible into the visible.” This is especially true in a contact center environment. Most contact centers capture volumes of data about customers and performance.

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ShepHyken

Transforming Customer Experiences at ICUC 2016

Monday, April 18th, 2016

At inContact, it is our mission to help customers achieve their business goals each and every day. Through the use of our technology, people and partners, we are able to provide contact center solutions to help you better manage your day-to-day operations. ICUC 2016 is one of the best tools to help you! Our annual user conference is the place to be to get hands-on experience and training. We want you to leave Orlando with the tools you need to help you transform your customer experiences.

This year at ICUC 2016, we are taking customer experience to the next level.

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