call-center-implementation

How to Assemble Your Implementation “Dream Team”

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We all remember the Dream Team. You know, the US Men’s basketball team from the 1992 summer Olympics in Barcelona? What some sport journalists claimed was the best team of athletes ever assembled? Alright, well if you lived under a rock during the early 90’s – or better yet, weren’t born – I’ll frame it […]

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digital-transformation

To Unlock True Benefits of Digital Transformation, Moving to the Cloud is First Step

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As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud.  Sheila McGee-Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the […]

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outbound dialing strategy

5 Tips for a Better Outbound Dialing Strategy

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When it comes to outbound dialing, everyone wants the same thing–to achieve the highest connection rates possible, resulting in the maximum amount of closed sales, collections, or donations. Dialing technology has come a long way from the days of manual dials from endless lists. Predictive dialers facilitate continuous connections, keep agents busy on the phone […]

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call center customer experience

Top Trends Shaping the Contact Center Customer Experience

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In today’s connected world, customers have a multitude of channels for engagement and expect technology to permeate that experience.  The expectation is that any delivery of service will provide broad availability, fast and high-quality response and resolution, and data that is contextual and proactive.  At SpiceCSM we continue to see these customer requirements driving a […]

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contact center efficiency

TechStyle Improves Contact Center Efficiency and Customer Service with inContact

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The fashion world constantly needs shaking up, and TechStyle is doing exactly that. By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers. Whether it’s the active wear of Fabletics, footwear with Shoedazzle, women’s fashion from JustFab, or children’s items via FabKids, TechStyle’s great taste doesn’t stop […]

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call center customer experience evolve 2017

How Contact Center Customer Experience Will Evolve in 2017

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Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? […]

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transform contact center customer experience

3 Ways inContact Transforms Your Customer Experience

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We believe one-on-one customer interactions have a real and lasting impact on people’s lives. It’s a belief that inspires us to relentlessly innovate in the cloud and find smarter ways to transform customer service. I’d like to share with you the three most powerful initiatives our team at inContact works at every day to help contact […]

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call center crm together

Contact Center and CRM: At Odds or in Harmony? Part II

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If you missed it, please read Part 1 of this blog series. It is not surprising that the question of whether to choose a contact center or CRM desktop is more common today than it was five or ten years ago. According to respected analyst house Gartner, the CRM market nearly quadrupled from 2007 to […]

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Customer Story: Swisslog Healthcare Keeps 24/7 Service Available to Hospitals

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Swisslog Healthcare provides round-the-clock service to over 3,000 hospitals. Their company designs, develops and delivers best-in-class automation solutions for health systems, warehouses and distribution centers. About 80% of North American hospitals use Swisslog pneumatic tube systems or pharmacy automation solutions. In this time-sensitive environment, the contact center’s ability to efficiently respond to emergencies is critical. […]

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