Recent Posts

AAA Central Penn

Accelerating into Winter Season with AAA Central Penn

Tuesday, November 24th, 2015

Winter is just around the corner and we want to help you prepare for the upcoming travel season. We recently sat down with our customer, AAA Central Penn, who has been actively involved in providing exceptional roadside assistance for nearly 100 years. Approximately 42 million Americans are expected to take a holiday road trip. With so many vehicles on the road, AAA Central Penn expects the need for roadside assistance to spike over the next few months; usually for dead batteries, flat tires, and lockouts.

Here are some helpful tips for safe winter driving:

  1. Prepare your vehicle for the winter months by having the battery and charging system tested. 
Corporate Coaching

Key Steps to Successful Agent Coaching

Monday, November 23rd, 2015

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who hasn’t grasped what was expressed during previous coaching sessions. Mentally, this makes coaching nerve-racking, time consuming, unpleasant and often unproductive. This blog speaks to approaching agent coaching from a positive and prepared mindset; allowing for a better experience for both supervisor and agent.


The Cloud Drives Quantifiable Business Value

Wednesday, November 18th, 2015

We are wrapping up a phenomenal year with many stories coming in from our customers on how they are achieving their goals with inContact’s solutions. It feels great to be recognized by the world-renowned experts at Frost & Sullivan with the 2015 Customer Value Leadership Award for Contact Center Solutions. As part of the award, there is a spotlight on one of our customers, Hoveround, a leading manufacturer of high-quality power wheelchairs.

Last summer, I visited Hoveround in Sarasota, Florida to see their operations and talk to their leaders about the customer experience that they strive to achieve.

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