Reducing Customer Effort – Make it Easy to be Your Customer

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Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. NPS focuses on long-term happiness, whereas CSAT […]

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5 Call Center Trends That Stand the Test of Time

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This blog is the first one in a series of posts on trends in the contact center. Quick excursion into Call Center history: Call Centers received mainstream attention after Rockwell patented their Galaxy Automatic Call Distributor (ACD) back in 1973. Obviously call centers have evolved since the 70s, but there are some call center trends […]

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social customer service

How inContact Enables Better Social Customer Service

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Recently, I found some *stunning* statistics indicating that the number of worldwide users of Social Media (of any type) is expected to reach some 2.95 billion by the year 2020. This equates to approximately one-third of the Earth’s entire population. The region with the highest penetration rate of social networks is North America; where, as […]

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call center agent experience

Out With the Old, In With the MAX: A New Call Center Agent Experience

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Cowen and Company, a leading proprietary research firm, recently published their “Takeaways from Cowen’s IT Survey Around Apps & Database 2017 Spending Trends”. One of the report’s more salient points indicates that spending on SaaS projects, customer service and support will experience the biggest increase in 2017; for the first time surpassing other growth areas, […]

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salesforce lightning

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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contact center performance

Cut the Cord to Boost Contact Center Performance

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Analysts unanimously agree: Customer Experience is the new competitive battle field. Price or functionality is no longer a sustainable competitive differentiator for most products and services. It is an interesting coincidence (or maybe not a coincidence at all) that the rise of customer experience as a competitive advantage comes at the same time when customers […]

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New Integration: inContact Agent for Oracle® Service Cloud

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Do you know what an oracle is? I did not (at least not in any detail), so I looked it up recently, when I started thinking about this blog… Oracle (or·a·cle /ˈôrək(ə)l/ (noun): In classical antiquity, an oracle was a person or agency considered to provide wise and insightful counsel or prophetic predictions or precognition […]

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Regardless of Channel, There’s Something in the Panel

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Admittedly, it’s a bit of a spoonerism here, but there is truth to it! Let’s look into what Panels are. They have been added to the inContact My Agent eXperience™ – MAX interface with the last release. They are in fact an integral part of the MAX interface and displayed to the right of the […]

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