omnichannel customer service trends

The Top Omnichannel Customer Service Trends in 2017

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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 […]

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icuc 2017 call for speakers

ICUC 2017: Call for Speakers

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One of the most valuable parts of the inContact user conference (ICUC)  is the ability to learn best practices from your peers. Rather than fill all of our speaking slots with inContact employees, we identify key customers every year to share what they’ve learned about the inContact platform, as well as broader trends in the […]

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Registration Open for Blockbuster ICUC in May 2017

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  On the heels of every successful inContact user conference, we immediately turn our sights to the next one. But this time, it’s different. Coming up next will be ICUC 2017 at NICE Interactions, May 8-10 in exciting Las Vegas! Registration is open, so you please REGISTER NOW. Here’s what you need to know – […]

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icuc 2016

ICUC 2016 Checklist to Help Transform Your Experience

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We are officially less than one week away from our biggest event this year, ICUC 2016! As time starts ticking away until your arrival in Orlando, we’ve created a checklist for you. This list is compiled of some major “to-do’s” before you join us at the Hilton Orlando Bonnet Creek. We have a lot of fun activities and events […]

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mojo-finalists-blog

2016 inContact Mojo Awards Finalists

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The finalists for the 2016 inContact Mojo Awards have been determined, and we would like to take this opportunity to recognize them all. The 2016 inContact Mojo Awards, sponsored by Verizon and in partnership with Ovum, honors companies who encompass an “above and beyond” commitment to providing superior contact center experiences to their customers. This […]

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contact center performance

Cut the Cord to Boost Contact Center Performance

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Analysts unanimously agree: Customer Experience is the new competitive battle field. Price or functionality is no longer a sustainable competitive differentiator for most products and services. It is an interesting coincidence (or maybe not a coincidence at all) that the rise of customer experience as a competitive advantage comes at the same time when customers […]

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icuc 2016

Get Ready to Transform Customer Experiences at ICUC 2016

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This year’s inContact User Conference (ICUC) is almost one month away and we want to prepare you for the extensive learning opportunities, networking and fun that are about to take place! ICUC is consistently an industry standout and this year is no exception. The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide […]

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call center customer experience

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

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According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience, “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. While the silos generally can’t be knocked down, … they can be bridged at three critical points: user experience, process and data”. The […]

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customer experience millennials

Building Customer Experience Bridges Across the Generations

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While preparing this blog, I kept thinking about Millennials. Everyone’s talking about them. They’re the driving force behind customer experience transformation because they have been raised with a digital sensibility. My first Millennial had a mobile phone by the age of 12 and a smartphone at 16, and that was a few years ago. My […]

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call recording

Give Your Contact Center a Pink Slip

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Guest blog post from our friends at Momentum Telecom. Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these […]

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