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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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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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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contact center and crm

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

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I come from the contact center world, that is, I’m from the telephony side of that world. I worked part time as an AT&T operator in college, did an internship at Bell Labs in college and started my career at AT&T Long Lines after business school. You can’t get more telephony than that. For me, […]

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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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Customer Story: Clearlink Maximizes Service Levels with inContact

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Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive. With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. More Flexibility for More Profitability Clearlink regularly manipulates their phone system to address continually changing marketing […]

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How to Develop “ESP” For Proactive Customer Service

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‘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 […]

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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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To Err is Human

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There’s this common theme that goes along with being human. We mess up. It’s expected. Even though it stings when it happens, it’s an essential part of the human condition. At some point in your life, as a consumer, something will not go as you expected. Getting billed the wrong amount, a product or size mix […]

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