Implementing Contact Center Solutions? Protect Your Headcount.

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If you’ve been a manager, either contact center or otherwise, you know that getting – and sometimes even maintaining — headcount is a challenge, even when implementing new contact center solutions. In some organizations the budget process can feel like an full-time equivalent battle to the death, with multiple functions dueling and negotiating to justify […]

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5 Workforce Management (WFM) Processes You Shouldn’t Live Without

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Businesses are working smarter, faster, and constantly looking for ways to increase efficiency by reducing waste and increase productivity. Contact center operations have always been in a pressured position to better manage cost while continuing to drive a great customer experience. Workforce Management (WFM) is one of the key components in meeting these objectives. But […]

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The “Squeaky Wheel” – A Contact Center’s Best Implementation Friend

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Every contact center team has that “one” person – the ringleader, the group gossiper, the self-appointed team advocate, the squeaky wheel. Regardless of what you call them, this person can be the biggest thorn in your side or your biggest advocate. When it comes to implementing a new technology solution, engaging this individual in the […]

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From the C-Suite and Beyond: Driving the Value of Customer Experience

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How inContact “Walks the CX Talk” inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and […]

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inSide inContact: Tips for Creating an Effective Evaluation Form

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Creating evaluation forms in the contact center can be a complicated process and often involves more than a few people. However, a completed evaluation form should be simple, easy to understand, and focused on your operations core mission. The less ambiguity the faster the impact it can have. There are several dos and don’ts you […]

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self service customer experience

Why Consumers Hate Self-Service And What Your Contact Center Can Do About It

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As contact center managers, we’ve heard a lot about how Millennials and Generation Z love solving their own customer service issues. And while that may be true for some, when it comes to getting problems and questions resolved, the majority of consumers still aren’t into the DIY method. According to our 2017 Customer Experience Transformation Benchmark Report […]

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icuc 2017 mojo award finalists

Congratulations to the 2017 inContact Mojo Award Winners!

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inContact honored customers in four different categories as it closed out ICUC 2017 at NICE Interactions on May 10th at The Cosmopolitan of Las Vegas. The inContact Mojo Awards celebrate companies and individuals who encompass an “above and beyond” commitment to providing superior contact center experiences to their customers. We would like to take this […]

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