Recent Posts

iCVC Logo

#MojoMonday – 2014 inContact Champion & Visionary Council (iCVC)

Monday, July 28th, 2014

As a contact center professional, your day-to-day revolves around the customer experience. Here at inContact, we are determined to provide you exceptional customer experiences as well. In order to help that cause, the inContact Champion & Visionary Council (iCVC) was born. The iCVC helps reinforce satisfaction as a service in these 3 ways:

  1. It creates a formal structure for team input. iCVC brings together some of the best and brightest customers to give our leadership insight on solutions we could not get otherwise.
  2. It provides our customers a comprehensive view of inContact products. The select committee is focused around identifying product needs, product functionality, industry trending, key business requirements and best practices.
READ MORE >>
mojo-monday-1-250x146

Introducing #MojoMonday

Monday, July 28th, 2014

We know, we know—Monday is usually the last day of the week you’d associate with “mojo.” But, like many contact centers, we think Mondays get a bad rap. That’s why starting this week, every Monday will feature a way to build up your contact center’s mojo!

#MojoMondays will include things like:

  • Information about inContact MojoAwards
  • Customer Spotlights
  • Picture Contests
  • inContact Champion & Visionary Council
  • Customer Case Studies
  • Fun Prizes & Surprises!

Want to be a part of #MojoMondays? It’s easy! Shake off your weekend blues and make sure to check in with us on Facebook and Twitter every Monday to find out how you can raise the mojo in your contact center!

READ MORE >>
contact-babel-1-500x331

Emerging Trends for Contact Centers in 2014 and Beyond

Monday, July 21st, 2014

In their newly released U.S. Contact Center Decision-Makers’ Guide 2014, Contact Babel highlighted a few important trends in the contact center industry. The findings were focused on technology penetration and implementation plans, expenditure priorities, and top managerial issues for 2014. Check out the charts below to see if your contact center plans match up with your industry peers.

Focusing on technology, Contact Babel found that the two high growth areas for contact centers are web chat functionality and a customer-focused mobile app. 17% of those surveyed plan on implementing at least one of those features in the next 12 months, which confirms the trend that businesses are actively exploring non-voice channels to interact with their customers.

READ MORE >>

All conclusions and trends are 100% accurate with my industry observations.
2014-07-24 07:41:12
Show More Posts