33% CSAT for Millennials – Is Your Contact Center Missing Something?

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There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted […]

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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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Paul Jarman Keynote Outlines an Exciting New Landscape

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One of the highlights of ICUC 2017 at NICE Interactions in May was the product keynote delivered by inContact CEO Paul Jarman, who talked about the many exciting developments unfolding in the integration of inContact and NICE product portfolios. This new combination of tools, solutions and market-leading products opens up new horizons for what’s possible […]

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Are You Ready for Digital Transformation?

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Digital transformation is a “hot” topic today for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of enterprises have acknowledged the need to change the way they do business if they want to continue to be relevant to their customers. Many of these companies are not exactly sure […]

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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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5 Call Center Trends That Stand the Test of Time

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This blog is the first one in a series of posts on trends in the contact center. Quick excursion into Call Center history: Call Centers received mainstream attention after Rockwell patented their Galaxy Automatic Call Distributor (ACD) back in 1973. Obviously call centers have evolved since the 70s, but there are some call center trends […]

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ICUC 2017 Recap: inContact and NICE Join Forces in Vegas

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They say what happens in Vegas stays in Vegas, but at the 2017 Interactions ICUC, it was all about taking as much as possible home with you. Solution updates. Tips and tricks. New connections. Inspiration. And loads of great memories. This year marked our first combined event for inContact and NICE users, with a laser […]

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