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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call center agent scorecard

Building a Better Agent Scorecard

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The customer experience and agent engagement is becoming one of the most significant focal points for nearly all consumer facing companies. The method by which we review and evaluate performance should deliver results that support this focus. The traditional methods rarely deliver the results that continuously produce a high value customer experience simply because they’re […]

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After Avaya – Keep Moving Forward, No Matter How the Bankruptcy is Resolved

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After the Avaya bankruptcy announcement, it is natural that Avaya customers are taking this time to reevaluate the future technology supporting their contact centers.  At Avaya Engage last week, management sought to rally customers and partners, but that was tempered with news that Avaya is pulling out of its sponsorship and official participation in Enterprise […]

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mojo awards

Honoring Achievements & Inspiring Success – Nominations now open for 2017 inContact Mojo Awards

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Nothing says performance like inContact’s annual Mojo Awards! It’s our tradition for honoring inContact users who consistently demonstrate excellence and drive extraordinary customer contact center experiences. Share your company’s story with us and submit your nomination today! Here are the four award categories for the 2017 inContact Mojo Awards: Best Customer Experience This award recognizes […]

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LanguageLine Empowers Relationships with inContact Voice-as-a-Service

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LanguageLine is the world’s largest provider of language access solutions and interpretation services. By switching from a premises-based solution to inContact, they experienced drastic improvements in their contact center operations. LanguageLine’s goal is to help non-English speakers find and understand medical care, finances and a variety of other services. Their premises-based system wasn’t delivering the […]

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What to Expect at ICUC 2017 at NICE Interactions

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What do you get when inContact and NICE come together? An explosion of MORE, as our two powerhouse companies combine their strengths and passion! You will see firsthand at the inContact User Conference, ICUC 2017 at NICE Interactions where you’ll get: MORE insights and big ideas MORE sessions and speakers (including Alec Baldwin as a keynote speaker!) MORE […]

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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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workforce engagement management gartner magic quadrant award

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management

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NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision. We feel this positioning is due to significant growth, large market share, and innovation leadership in product development by NICE and believe it highlights the enterprise as paving the way in the Workforce Engagement Management category. […]

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zebra technologies customer story

Zebra Technologies Expands Global Customer Service With inContact

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Zebra-brand printers are used by more than 90 percent of Fortune 500 companies, which means Zebra Customer Support has an important role in delivering amazing customer experiences. Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. They service over 52 different countries and 17 different languages. When they […]

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