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.
SALT LAKE CITY – September 6, 2013 – inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced that a leading bottled water company has selected inContact in Q2 to implement a disaster recovery solution that will support a seamless experience for both customers and agents.
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.