digital-customer-experience

The Human Factor in Digital Customer Experience – Free Report

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Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. While continuing to innovate with new technology, companies still need to remain focused on the human factor–customer needs for convenience as well as access to […]

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Transforming Customer Experiences [New Video]

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Over the years, we’ve grown as a company in size with many customers from mid-sized to large organizations, in government, non-profit and many different industries. We are now working with over 115 Fortune 500/Global 2000 companies. I’ve enjoyed getting to know many of our customers and their success stories including some pretty impressive results. This […]

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journey mapping

One-Page Journey Mapping for Contact Centers

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I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. With over 230 people in attendance, there were great conversations and a lot of interest on this topic. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming […]

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The Cloud Drives Quantifiable Business Value

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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 […]

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Better Together: inContact and Salesforce

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We’re proud to be a part of the Salesforce AppExchange! The marriage between Salesforce and your inContact routing engine is at the heart of both the customer and agent experience. Without the two together, you miss out on all the context and the personalization that is key to a modern customer journey. inContact’s Agent for […]

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Harris Poll Infographic

Consumer Expectations Increasing, Many Willing to Switch Brands

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In today’s hyper-modern world, consumers have unlimited choices when making purchases. Whether it’s researching products or brands, consumers have much more to think about when shopping online. Consumers’ expectations have increased dramatically because of companies like Amazon, Starbucks and Apple, just to name a few. Competition in the market is higher than ever and these companies […]

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Keeping Up with Customer Expectations in a Multichannel World

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In today’s hyper-modern world, consumers are looking beyond typical customer service. Expectations for infinite choice, instant response, and effortless and personalized experiences are higher than ever. The contact center plays a vital role in meeting these extraordinary experiences. Self-service isn’t enough for demanding consumers. Contact center agents are the critical lynchpin in the customer journey. […]

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#ICUC14 Coming in September to Orlando

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Thanks to everyone who submitted their guesses about the location of ICUC 2014. The wait is finally over. We can’t wait to see everyone in the theme park capital of the world. Stay tuned in the coming months as we post more details about the conference agenda and how you can reserve your spot at inContact’s […]

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