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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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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2-24-17-clearlink-customer-story-blog

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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omnichannel-customer-experience

Which Channels do Customers Trust the Most?

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If you’re in Customer Service, you’ve heard of “omnichannel”. In fact, you’re probably sick of the term. This concept is easy to understand and the technology isn’t the real challenge. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration, and the agent actually incorporating all channels in the right […]

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call center channel

3 Reasons to Focus on Your Weakest Customer Service Channel

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“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of […]

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MAX Product of Year

My Agent eXperience Selected as 2016 Customer Product of the Year

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We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Launched in September 2015, MAX is a dynamic and context-sensitive interface […]

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callibration

Stay in Sync with Effective Calibration

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In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it […]

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Columbia Hiker

Columbia Sportswear Takes Customer Service to the Cloud

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From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew […]

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