ICMI - It’s hard to imagine, but the days of reading from a printed script and keeping track of all calls with a pen and a paper where not so long ago. When call center agents were monitored by a physical person manually hard wired into their line. These types of inefficiencies have been experienced by nearly every call center, but luckily we have come a long way in a short amount of time. Performance management software has now become the driving force on the call center floor.
1to1 Media - While 1.21 gigawatts may be extreme, companies must power their VOC strategies with the innovative tools and technologies necessary to drive real-time speech analytics and fuel first call resolution.
Contact Professional - What if a quarterback had to pass the ball without seeing the play develop? He can’t see his receivers or his running backs. He’s flying blind; he’s playing catch up. In this game of inches, he gets sacked.
ICMI - As contact centers continue to evolve, quality management processes will need to keep up. So, why not go back to basics?! Today we review key areas where quality management needs to evolve for multi-channel to keep you ahead of the game. First let’s discuss transparency. Remaining transparent in business is critical to keeping focus on the objectives at hand. Coaching is a large piece of that transparency. There are five basic steps to coaching that every organization should incorporate.
CMSWire - When we look to a company for answers, what do we want?
We want a seamless experience and answers tailored to our needs, no matter how we reach out. Whether we visit a store, check a website, send an email, call customer service or all of the above, we want the source or person on the other end to understand our relevant history and quickly provide answers. We want omnichannel service, and so do our customers.
Forefront Magazine - When it was time to bring her far-flung team together a few months ago, Mariann McDonagh eschewed some typical corporate outings in favor of a cooking school session where people worked to prepare an elaborate Thai meal and eventually gather together to enjoy the fruits - and vegetables - of their labor.
“I thought it would be a great team-building event rather than racing cars or shooting each other with paintballs,” said McDonagh, who considers herself an expert in the kitchen.
ICMI - Every contact center has a training process. Normally there is a process for new employees, otherwise known as onboarding, and also one for continuing education. Creating dynamic training curriculum to keep agents engaged and delivering it efficiently is difficult. But, the question you should ask yourself is how are the topics for the curriculum chosen, and how do I know I am successful? How does training interoperate within your business?
Contact Professional - Does this scene from your local schoolyard remind you of anything at your very own contact center?
Forrester - Kate Leggett, Principal Analyst serving Application Development and Delivery Professionals, examines several of the available options - including from the cloud - to best manage the growing CRM and WFO challenges for today's contact centers.
ICMI - Mining for the hidden gems in each customer interaction, small as though they may seem, can lead to a wealth of knowledge.
ICMI - Kristyn Emenecker, Vice President of WFO Solutions Group for inContact, provides solutions for contact center management to be revenue contributors and key strategic members of their corporate enterprise leadership team by becoming a Workforce-Intelligent Contact Center (TM).
1to1 Media - The acquisition of Uptivity by inContact provides more cloud solutions to companies looking to differentiate themselves through improved customer service and creating a better customer experience.
Ventana Research - Industry analyst Richard Snow gives his perspective on the inContact's roadmap for WFO in the cloud based on his recent interview with Kristyn Emenecker, inContact VP of WFO Solutions. Good links to related to Ventana Research Next-Generation Benchmarks.
Cloud Security Alliance (CSA) - Interview with Henri St. Andre, inContact Director of Trust, about inContact's long term commitment to Trust in the Cloud.
CMS Wire - The $22-billion call center market — dominated by legacy solutions from Avaya, Cisco Systems and Genesys — is ripe for disruption and cloud contact center solutions are positioned to strike.
CMO.com - Several Chief Marketing Officers, including Mariann McDonagh of inContact, provide valuable advice using the power of 20/20 hindsight.
Nemertes Research - Small and mid-sized contact centers now have more cloud options as providers move to integrate workforce optimization products and features into their solutions.
CMS Wire - This pie is sliced in many ways. This week, cloud-based contact center solutions and optimization provider inContact spent $48 million to ensure its clients have the right tools to optimize data and provide a solid customer experience.
CRM Magazine - "Folks are specifically interested in contact center infrastructure with ready WFO solutions," Mariann McDonagh says, "especially those in the midsize market, which has traditionally been and underserved market for WFO."
No Jitter - The holy grail of a fully-integrated cloud contact center suite continues to drive acquisition activity.
Smart Customer Service - Forward-thinking contact center executives and quality assurance managers know that their organizations have room for improvement, even transformation. Intuitively, they know that they're wasting precious time and money on failed customer calls. And they know they're leaving money on the table from sales not made. But without objective, meaningful, and specific facts, what can they do? What can you do? Consider the power of speech analytics in the cloud.
1to1 Media - By embracing the conversational nature of social media, companies can generate dialogue, moving beyond the basic batch-and-blast techniques of yesteryear as they work to strengthen customer relationships and boost loyalty.
CRM Xchange - WFO helps reduce complexity because it ties together human performance and behavior to operational data—providing information to manage people for better results.
ICMI - Contact Center Workforce Managers are the data “artists” within the company. This is a very important and challenging position. It’s about understanding and knowing when you’ll be the busiest, making sure people are adhering to what is planned and then quickly anticipating and adjusting throughout the day. With all these moving parts, below are ten workforce strategies to optimize your workforce.
Direct Marketing News - “Generally speaking, the majority of companies have not mastered multichannel marketing. Not because they don't want to improve, but because technology is still an obstacle,” says Madelyn Gengelbach, VP of strategic marketing at contact center provider inContact.
CRM Buyer - No one else in the market provides this many new features in each release.
ICMI - Regardless of the type of business, you are always looking for ways to drive performance. It’s like trying to find the shiny object to keep everyone’s attention, while behind the scenes making a positive impact on your business. How do you engage your workforce?
CMO.com - To become “chief growth officers,” CMOs and their teams need to work alongside sales. We need to build and continually pursue a trusted relationship. Here are five ways to align interests and build trust.
Wired, Innovation Insights - Innovation can be a powerful precursor to profitable growth by enhancing the customer experience. As such, the “I” in CIO has evolved from Infrastructure to Information to Innovation. While the CEO’s job is to enhance innovation, the CIO’s job is to be the innovator -- to take innovation and run with it.
Customer Magazine - Employing work-at-home agents can help companies build more successful customer care and outreach programs by enabling them to call on a larger workforce, pair callers with certain affinities with like-minded agents, and lower their costs in the process.
No Jitter - CIOs are looking for THE best solutions--often regardless of premise or cloud. This means that cloud contact center providers that want to set themselves apart from the increasing number of competitors are seeking to push the envelope--providing not just table stakes but innovation. Innovation is clearly inContact's core message with the announcement today.
Contact Professional - It’s time to expect more from SMS, and contact center agents need the tools required to deliver great customer experiences across this emerging channel. So here are three tips for delivering great SMS customer experiences.
DestinationCRM - inContact is setting an aggressive pace for innovation in the contact center industry. With this release, we are strengthening our cloud platform and suite of products to address the advanced interactions that customers expect today.
ICMI - Workforce management (WFM) tools are a great start, but it’s really just the beginning. Workforce optimization (WFO) is comprised of many processes and tools that are used for assessment and improvement of the agent and organization. With a full suite, you get powerful tools to help understand and act on four key levers: Presence, Proficiency, Performance, and Perception.
CRM Magazine - Customers no longer need to purchase expensive hardware or hire specialized staff to manage their speech analytics engine, because it's all there in the cloud.
ICMI - Getting a text is exciting. We all love receiving SMS messages from the people closest to us - whether it’s a family member, friend, or co-worker. They reach us wherever we are, and we pause our day to share a quick laugh and respond. The easy back and forth makes texting a very personal form of communication, and this intimacy is the reason that generic SMS marketing blasts tend to annoy customers and erode brand loyalty.
CMSWire - Cloud technology and social CRM can operationalize social customer care so that companies realign their systems and operations around customer preferences. Brands that listen and respond through social media are not only providing another channel for customers to reach them, but providing a level of customer service that drives customer loyalty — which is always at a premium.
CMO - "Satisfying unrecognized needs is especially critical for CMOs operating in emerging markets. We must have a strategic approach from the get-go. We’re not chasing what’s already there; we’re looking for the next big growth area to create." Mariann McDonagh, inContact CMO and Paul Jarman, inContact CEO, talk about what CEOs really want from their CMO.
CRM Magazine - "Customers don't care what channels you support—they only care that you are in the ones they are in. People start with inContact because they realize how important it is to provide customer support across all channels," Ray Wang, founder and principal analyst at Constellation Research, says.
CRM Magazine - Hot off a number of sizable customer wins and key partnerships, this is a company on the move. "inContact is one of the ones to watch in 2014," McGee-Smith says. "Solid product improvement, coupled with strong reseller agreements with [companies such as] Verizon and Unify, have been key to its growth."
ICMI - Good marketers never lose sight of what customers want, and in today’s online age, they want responsive, informed social service. The only way to deliver that is through the contact center.
CRMXchange - Consumers want to feel as if companies know them, and are able to proactively anticipate their needs. This is why contact centers must be tightly integrated with sales, marketing, and CRM activities that enable a holistic view of customer experience.
Contact Professional - There’s intelligence to be gathered from every customer call, but it’s a lot of information to sift through, and actually getting to the most important insights can be costly and time-consuming. Speech analytics is a game-changer.
1to1 Media - While most professionals are fixated on Big Data and the insight such intelligence offers, many neglect the meaning behind day-to-day interactions and the type of impact this granular information has on the organization's approach to customer experience.
ICMI - Mariann McDonagh, inContact CMO, notes on the need for a more personalized customer experience. “As a customer, one personalized proactive experience can completely transform your perception. It transforms the relationship between a brand and the consumer.”
Enterprise Apps Today - Mobile CRM, which has been gaining momentum for quite some time, is a trend that will only get hotter in 2014, experts predict.
CMO: Marketing is exceedingly more than that pretty bow. And it’s up to us, as CMOs, to exploit marketing’s true power.
Reuters, Canada: When InContact Inc, a provider of internet-based call center services, wanted to gauge the success of its video marketing campaign, it turned to Canadian video analytics startup Vidyard.
Telecom Ramblings: For most consumers, the ‘voice’ of a brand is the customer service associate that they interact with either in the store or through the company’s contact center operations, typically accessed either by calling a toll-free number or virtually through a website’s chat function.
CMO: CMO.com spends a great deal of time keeping on top of what's ahead for marketers. But who better to answer this question for the new year than those leading marketers, themselves?
Contact Centre Helper, The UK's Most Popular Contact Centre Magazine: Cloud enables UK organisations to deliver customer service in ways that would not be possible using on-premise solutions without significant organisational upheaval and financial cost.
Speech Technology News: inContact, a provider of cloud contact center software and contact center optimization tools, has added speech analytics capabilities from Verint Systems to its platform.
1to1 Media: Though the year may be coming to an end, brands and businesses are just beginning to implement new customer experience strategies as they work to differentiate their sales, service, social, and marketing offerings.
1to1 Media: Technology has become an unavoidable component in helping to deliver quality customer service, yet companies still must maintain a humanistic approach in order to preserve the personalized experiences that cultivate satisfaction and loyalty.
Forbes: A new front is opening in the tablet wars: the battle for the office worker.
ICMI: “There is a huge misconception in the multichannel world that the personal connection is no longer necessary,” says Mariann McDonagh, CMO for inContact. “WRONG! Just because you give a customer every channel they want, doesn’t mean that they also don’t want to talk to a real person now and again.”
1to1 Media: Last week, I had the good fortune to moderate a panel discussion on creating memorable customer experiences at inContact's annual user conference, ICUC 2013.
1to1 Media: Though cloud-based technology has been part of the enterprise for nearly a decade, today’s tools offer simple solutions that allow organizations to bridge internal gaps, gather consumer insight, and boost the omnichannel experience.
IAOP: Nick Carr's controversial essay "IT Doesn't Matter" claimed that IT - just as railroads and electricity - will ultimately become a commodity accessible to all.
CRMBuyer: A pacing engine algorithm included in the new software is designed to maximize agent efficiency and minimize abandoned calls.
No Jitter: A new release, based on patented technology, is like "progressive and predictive dialing had a baby."
CMSWire: Customer engagement centers, contact centers, call centers. Whatever your organization calls them, there are requirements for a successful one.
1to1 Media: Over the years there have been quite a few technologies that have emerged that have offered the double threat of strengthening the customer experience while improving operational efficiency.
Forbes: Earlier this week I wrote Customers Want Companies To Be Proactive When It Comes to Customer Service on the back of a chat I recently had with Mariann McDonaugh, the Chief Marketing Officer, of inContact.
BizReport: Brand new research reveals the majority of customers are happy for companies to contact them by telephone and many will answer calls from unfamiliar numbers, but the same research reveals the extent to which the dreaded predictive dialer pause causes amenable consumers to hang up and feel unvalued.
1to1 Media: For today's consumer, automated and unsolicited phone calls have evolved into an expected nuisance.
ICMI: Treat every call as a one-time opportunity for you to demonstrate that you understand the needs of your customer. If you don't measure up, they'll take their business elsewhere.
Adrian Swinscoe: Last week, I had the pleasure of chatting to Mariann McDonagh, the Chief Marketing Officer, of inContact about the results of their July 2013 customer service survey. What I found interesting about this survey was that they were examining how customers react when contacted 'proactively' by companies.
Wired, Innovation Insights: Companies like to say that all customers are treated equally, but is this really the case? Perhaps the more appropriate question is whether they should be seen as equal.
Wired, Innovation Insights: Companies of all sizes are struggling to keep up with rapid changes in consumer expectations.
CMO: Today, we chief marketing officers have the choice to grow ourselves, our teams, and our businesses. There's a window of opportunity for CMOs to step up and out beyond our so-called limitations and our own comfort zones.
CIO: When Ray Valentine first started managing technology for major call center providers 20 years ago, you had do everything yourself. "I came up through the old, big, Avaya premise-based heavy iron solutions," Valentine says.
Wired, Innovation Insights: "The Cloud" has been the term du jour for the past 12-24 months. Software business people who've been using "it" as a techology delivery model for a while feel redeemed that the rest of the word finally sees its virtues...
Wired, Innovation Insights: It's common wisdom that a trio of dimensions make up the context of business problems today: people, process, and product or technology. I have a slightly different take...
Wired, Innovation Insights: Have you ever wondered why meetings with so many people around the table frequently leave you with a feeling that little was accomplished?
CMO.com: Each time a customer communicates with your contact center, it’s safe to say they expect to be heard. Unfortunately, many marketers simply overlook this critical source of customer feedback.
Wired, Innovation Insights: What's in store for contact centers?
Connections Magazine: What you need to know about PCI compliance and protecting customer data in the cloud contact center.
Wired, Innovation Insights: Implement mobile strategies that reflect the growing trends expectations of consumers.
eMarketing and Commerce: Bridging the gap between marketing and contact center with voice-of-the-customer.
Business2Community: Service and experience critical to loyalty.
CMO.com: Don’t look now, but that brand loyalty we worked so hard for could easily slip away.
eM+C: Offering a variety of communication channels in addition to a 1-800 number isn't a nice to have, it's a must.
Wired, Innovation Insights: Cloud technology is built for innovation to help companies respond to customer service demands.
CIO Insight: Technology has empowered customers with more information than ever—for better and worse.
Government Technology: United Way Worldwide partnered with InContact to support 5 contact centers providing 211 customer service assistance for tax filers.
Forbes: inContact listed as one of America's most trusted companies.
Information Management:Contact center software provider inContact Inc. announced that its recently launched cloud universal queue will be expanded with the availability of social customer care channels from partner SoCoCare.
Government Technology: inContact customer United Way Worldwide, in partnership with the National Disability Institute and Goodwill, is behind MyFreeTaxes.com, which provides free assistance for low-income Americans in filing state and federal tax returns.
MediaPost: More than half of U.S. adults said they would consider switching to another brand or company for service if they were offered more channels to connect with the brand.
BizReport: Brand loyalty is being trumped by customized customer service experiences, according to a new consumer survey by inContact and Harris Interactive.
CMSWire: Consumers want what they want when they want it, and if your company can’t meet their needs when they’re ready to pay for it, brand loyalty isn't going to sway them.
1to1 Media In Action Series: Discover effective ways to develop customer-centric self-service strategies along with tips for avoiding potential minefields.
Network World: inContact Cloud Contact Center Software is highlighted.
Call Center Times: Mariann McDonagh, CMO, discusses new additions to 13.1 product release.
TMCnet: Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model...
inContact Senior Product Marketing Manager Madelyn Gengelbach analogized the improvements to installing a new high-tech kitchen and then tweaking the appliances to further enhance the results.
The newest release offers customer service managers the chance to view customer messages in one unified stream, regardless of the channel used.
The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem.
Cloud contact center software provider inContact has launched a new version of its product that provides contact center agents with expanded capabilities, including a universal queue and an API-driven partner ecosystem.
Call-center operations move about to save money — but there is a price to be paid.
Mariann McDonagh, CMO, inContact talks about the "silent customer" and how to proactively address customers' needs.
Our CMO, Mariann McDonagh, discusses how the Millennial generation impacts the contact center.
Call Center Times, October 4, 2012
Emergency Management, September 6, 2012
Forbes, August 23, 2012
1to1 Media, August 31, 2012
CivSource, August 23, 2012
ICMI, August 13, 2012
ICMI, July 23, 2012
Customer Think, July 19, 2012
TMCnet, July 10, 2012
Manila Bulletin, July 6, 2012
StreetInsider.com, June 19, 2012
CRM Advocate, June 2012
CIO, June 13, 2012
1to1 Media, June 4, 2012
Manila Bulletin, May 13, 2012
The Phillippine Star, May 14, 2012
Customer Interaction Solutions, May 2012
Customer Interaction Solutions, May 2012
Zambo Times, April 13, 2012
E-Commerce Times, April 9, 2012
Enterprise Apps Today, April 6, 2012
ICMI, April 4, 2012
CRMAdvocate, April 3, 2012
TMCnet, April 3, 2012
DestinationCRM.com, April 3, 2012
DestinationCRM.com, April 3, 2012
1to1, February 28, 2012
Manilla Bulletin, January 17, 2012
Comms Business, December 16, 2011
1to1 Media, December 15, 2011
TMCnet, December 2, 2011
Manilla Bulletin, November 28, 2011
Peoples Tonight, November 27, 2011
The Daily Tribune, November 26, 2011
InformationWeek, November 23, 2011
Call Center Times, Nov. 21, 2011
Destination CRM, November 21, 2011
NetworkWorld, Nov. 18, 2011
Telecom Paper, November 18, 2011
Contact Center World, November 17, 2011
TMCnet, November 17, 2011
Connected Planet, November 17, 2011
crmadvocate.com, October 31, 2011
TMCnet, October 26, 2011
information-management.com, October 26, 2011
Callcentre.co.uk, October 9, 2011
CommsDealer.com, October 9, 2011
CallCenterClinic.com, October 9, 2011
The 1to1 Blog, September 29, 2011
CRM Advocate, September 15, 2011
KSL Radio, September 8, 2011
1to1 Media Blog, September 8, 2011
Business Mirror, August 28, 2011
Manila Bulletin, August 4, 2011
Manila Bulletin, August 4, 2011
The Daily Tribune, August 3, 2011
Manila Standard Today, August 3, 2011
Business Mirror, August 3, 2011
The Manila Times, August 1, 2011
Manila Bulletin, July 19, 2011
1to1 Blog, July 12, 2011
The Manila Times, July 11, 2011
The Philippine Star, July 11, 2011
The Philippine Star, July 11, 2011
1to1 Magazine, July 11, 2011
Commuter Express, July 11, 2011
Business Mirror, July 11, 2011
Peoples Journal Tonight, July 9, 2011
The Manila Times, July 9, 2011
TMCnet, July 01, 2011
Contact Professional, June 30, 2011
Business Mirror, June 28, 2011
InformationWeek, June 22, 2011
Ventana Research blog, June 22, 2011
Utah Business, June 17, 2011
TMCnet, June 16, 2011
Channel Partners, June 16, 2011
The Salt Lake Tribune, June 16, 2011
Malaya, June 16, 2011
Malaya Online, June 16, 2011
Manila Bulletin, June 12, 2011
Ventana Research Blog, June 8, 2011
Manila Bulletin, June 6, 2011
Manila Bulletin, June 6, 2011
Channel Partners, June 2011
TMCnet, June 01, 2011
TMCnet, June 01, 2011
CRMInnovation, May 31, 2011
CRMAdvocate, May 26, 2011
1to1 Blog, May 26, 2011
Benzinga, May 26, 2011
Contact Professional, May 17, 2011
eWeek, May 5, 2011
TMCnet.com, May 3, 2011
Ventana Research Blog, May 3, 2011
The Motley Fool, April 29, 2011
Manila Bulletin, April 25, 2011
Manila Bulletin, April 25, 2011
Manila Bulletin Online, April 25, 2011
Malaya Online, April 13, 2011
Malaya, April 13, 2011
BusinessWorld, April 20, 2011
Manila Bulletin, April 10, 2011
Manila Bulletin, April 4, 2011
TMCnet, April 01, 2011
ICMI, March 23, 2011
Manila Bulletin, March 18, 2011
ABS-CBNNews.com, March 18, 2011
Newsbytes.ph, March 17, 2011
Manila Bulletin Online, March 18, 2011
Manila Bulletin, March 18, 2011
Business Mirror Online, March 18-19, 2011
Business Mirror, March 18-19, 2011
Manila Times, March 17, 2011
The Manila Times Online, March 17, 2011
BusinessWorld, March 17, 2011
ABS-CBNnews.com, March 18, 2011
The Manila Times.net, March 24, 2011
Newsbytes, March 17, 2011
1to1 Blog, March 17, 2011
Call Centre Europe, March 2010
YeHey!, March 07, 2011
Malaya, March 10, 2011
Yehey!, March 16, 2011
Computerworld Philippines Online, February 22, 2011
Newsbytes.ph, December 12, 2010
CRMAdvocate, February 2011
Manila Bulletin, February 21, 2011
Malaya, February 16, 2011
Credit Union Journal, February 14, 2011
Yehey!, February 15, 2011
Computerworld Philippines Online, February 08, 2011
Malaya, February 14, 2011
Business Mirror, February 14, 2011
Malaya, February 04-05, 2011
DestinationCRM.com, January 7, 2011
The Phillipines Star Online, February 13, 2011
Channel Partners, January 12, 2011
Business World, January 12, 2011
Newsbytes.ph, January 10, 2010
Newsbytes.ph, January 10, 2011
Malaya, January 12, 2011
The 1to1 Blog, December 28, 2010
December 22, 2010, BusinessWorld
Philippine Daily Inquirer Online, December 15, 2010
Newsbytes.ph, December 12, 2010
No Jitter, December 10, 2010
GMAnews.tv, December 06, 2010
Contact Professional, December 2, 2010
CRMXchange, December 1, 2010
Ventana Research, November 27, 2010
Team YEHEY Blog, November 23, 2010
Business Mirror, November 19-20, 2010
BusinessWorld, November 18, 2010
Malaya, November 17, 2010
The Philippine Star, November 14, 2010
The Manila Times, October 4, 2010
Manila Bulletin, October 4, 2010
Newsbytes.ph, October 3, 2010
The Philippine Star, October 2, 2010
Balita.ph, October 1, 2010
Balita.ph, October 2, 2010
Contact Management, September / October 2010
The Manila Times, October 1, 2010
Business Mirror, October 1, 2010
Business World, October 1, 2010
CRMXchange, October 2010
TMCnet, September 30, 2010
ContactCenterWorld.com, September 15, 2010
1to1 Magazine, August 23, 2010
PHONE+, August 2010
Utah Business, August 10, 2010
BnetTV, August 5, 2010
Computer Business Review, August 4, 2010
Contact Center World, August 2, 2010
Destination CRM, December 3, 2010
Phone+, August 3, 2010
Call Center Times, August 2, 2010
TMCnet, August 2, 2010
Ventana Research blog, July 30, 2010
TMCnet, June 30, 2010
Business Mirror, June 11, 2010
Utah Business, June 2010
1to1 Magazine, April 5, 2010
DestinationCRM.com, March 24, 2010
FOX Business, March 24, 2010
Utah Business, March 2010
Customer Interaction Solutions, March 2010
BusinessWorld, February 04-05, 2011
CRN Magazine, February 2010
TMCnet, January 12, 2010