Event Calendar

Upcoming Events

How the Cloud is Changing the Customer Experience - Chicago Panel Discussion
Start: Thursday, July 31, 2014 - 12:00pm CDT
End: Thursday, July 31, 2014 - 1:30pm CDT
Chicago, IL
Improving the Customer Experience - Detroit Panel Discussion
Start: Thursday, August 7, 2014 - 12:00pm EDT
End: Thursday, August 7, 2014 - 1:30pm EDT
Detroit, MI
Showcase of AppExchange Partners - Atlanta
Start: Tuesday, August 12, 2014 - 8:00am EDT
End: Tuesday, August 12, 2014 - 3:00pm EDT
Atlanta, GA
How the Cloud is Changing the Customer Experience - Jacksonville Panel Discussion
Start: Thursday, August 21, 2014 - 12:00pm EDT
End: Thursday, August 21, 2014 - 1:30pm EDT
Jacksonville, FL
Taking Contact Center QM from Cost to Profit - Raleigh WFO Panel Discussion
Start: Tuesday, August 26, 2014 - 12:00pm EDT
End: Tuesday, August 26, 2014 - 1:30pm EDT
Raleigh, NC
ICUC 2014 – Innovation Unleashed
Start: Tuesday, September 23, 2014 (All day)
End: Thursday, September 25, 2014 (All day)
Renaissance Orlando at SeaWorld

Contact center professionals and executives from a wide range of industries are gathering at the beautiful Renaissance Orlando at SeaWorld for ICUC 2014. Join us and you'll get to explore topics designed specifically with you in mind and network with industry experts and peers. Best of all, you'll leave the conference with a plan to tackle the toughest challenges facing your contact center.

Customer Events

Survey Results - Now What?

Every contact center wants to improve customer experience. In order to do so, organizations must collect and analyze customer sentiments regularly. But, once you have the data, what do you do with that information? Join this webinar to learn how you can accurately obtain, manage and analyze customer feedback. Then, hear how your organization can use that information to create loyal customers.

Learn how you can:

  • Obtain real-time, actionable feedback with inContact's Voice of the Customer solution (ECHO)
  • Develop and implement retention tactics based on customer feedback
  • Utilize agent conversations to gather the information you need
The Ultimate Quality Form Design

A large part of Quality Management is accurately defining, measuring and utilizing the metrics that matter most to you. In this session, you'll discover how to easily create and modify quality forms that help your agents deliver a better customer experience.

Join us and hear:

  • How you can create forms that capture the right data, enabling you to more effectively coach your agents
  • Ways you can align business drivers with agent skills and behaviors
  • Best practices for measuring agent effort through form metrics and scoring techniques
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Creating Optimal Security Profiles

Join this session and learn how you can easily create security profiles that provide greater flexibility and protect sensitive customer information. And, find out how you can empower your staff with the knowledge they need to quickly respond to customer requests.

You will learn how to:

  • Create customized user profiles that optimize agent skillsets
  • Provide agents access to only the information they need
  • Manage and edit security profiles easily
Customer Webinar - IVR Tips and Tricks

A well-groomed IVR makes it easy for your customers to choose logical and helpful self-service options that reduce agent handle times and increase customer satisfaction. In this educational webinar, learn how to leverage your IVR and ensure the best customer experience possible.

In this session, you'll learn:

  • Ways you can enhance your customer's experience with IVR design tips
  • How to create optimal flows using Studio actions
  • Proper testing methods for IVR setup
  • How to measure the impact of your IVR scripting

Upcoming Webinars

Don’t Hang Up on Me! Leveraging Outbound to Improve Agent Efficiency & Increase Customer Loyalty
Start: Thursday, September 11, 2014 - 1:00pm EDT
End: Thursday, September 11, 2014 - 2:00pm EDT

Learn how new call center technology can make the outbound experience more seamless—and personal—than ever.

Outbound dialers have a reputation for causing headaches for customers and agents.  Picking up the phone and hearing silence can be awkward. And that awkward silence often leads to hang ups and annoyed customers. Both can be frustrating for the agent and costly for the business.

What if there were ways to make that experience better?

There are!

Join us for this interactive and informative hour—complete with audience polls and live Q&A.  Learn how you can leverage predictive outbound dialing to improve operations in your contact center.


On Demand Webinars