omnichannel customer service trends

The Top Omnichannel Customer Service Trends in 2017


On March 14th in Scottsdale, AZ, dozens of business professionals gathered to discuss the benefits, and customer expectations, of an omnichannel contact center. Consumers want options when interacting with the companies they choose to work with. When companies are able to honor their preferred channel, they receive higher customer satisfaction scores. Many of those in […]

proactive customer service

How to Develop “ESP” For Proactive Customer Service


‘Radar’ O’Reilly from the movie and television series MASH always seemed to have ESP (extra-sensory perception), appearing at his commander’s side before being called and finishing his sentences. He also had exceptionally good hearing, able to hear helicopters before anyone else, and to tell from the rotor sounds if they were coming in loaded or not. It […]


Robocalls and the FCC Regulations


As many of you may have seen, the Federal Communication Commission (FCC) recently announced that it has formally adopted a proposed change to the Telephone Consumer Protection Act (TCPA) regarding the use of autodialers (also known as robocalls) and pre-recorded messages in calls made to cell phones. The good news, is that InContact has the technical capabilities to support our customers compliance with the new regulations by the effective dates of the new regulations. The ATA created an outline of the key impacts of the new regulations to break down the new regulations and highlight the key changes:

  1. The new regulations maintain the prior express consent standard for non-telemarketing calls to cell phones initiated with automated dialing equipment.
  2. The new regulations prohibit live operator or prerecorded telemarketing sales calls to cell phones without the recipient’s prior express written consent.
  3. The new regulations prohibit prerecorded telemarketing calls to residential numbers without the recipient’s prior express written consent (EBR exemption eliminated).
  4. The new regulations change the permissible call abandonment safe harbor to 3%, measured per campaign over 30 days.
  5. The new regulations require that live operator abandoned call messages contain an automated, interactive voice- and/or key press-activated opt-out mechanism that enables the called person to make a do-not-call request prior to terminating the call.