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How to Keep Yourself – and Your Business – Healthy Over the Holidays

Monday, November 24th, 2014

The holidays can be overwhelming, bringing a busy retail season to our businesses, and a few extra pounds to our bodies thanks to Thanksgiving Day. inContact has rounded up a team of experts to share ideas for keeping your personal health and business health on track so you can enjoy the holiday season without regret!

Enter both MINDBODY, the largest cloud-based software provider within the health, wellness, and beauty industries and Bodies by Perseverance (BBP), a MINDBODY customer that uses their software to run an exclusive personal training and fitness gym located in Denver, Colorado. MINDBODY implemented inContact products in 2010 and continues to develop progressive solutions for their customer service teams.


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2014-11-26 15:34:29
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Engage Your Agents With Games

Thursday, November 20th, 2014

Gamification is the hot term that you hear in every contact center. But, what is it and how does it affect you? Gamification is a term used to describe ways that turn goals and objectives into games, similar to the video game world – different missions and achievements for completing certain tasks. Gamification at the contact center means the same thing.

Let’s start at the heart of WFO and talk a little about Performance Management. This piece of WFO is the most common area where we see gamification introduced at the contact center. Performance Management ties all of your important contact center pieces together so you can see the big picture.


Speech Analytics: Houdini or Whodunit?

Tuesday, November 18th, 2014

Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe. The discovery of a cryptic scrawled note only leads to momentary elation as you realize it’s only a small piece of the puzzle. Your gut twists in torment because this is only the beginning of the journey to the truth. I love it!

While reading a novel recently, I was struck with how similar it can be to what happens in customer service organizations.

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