If you've ever wondered what cloud computing is, or how it (and inContact) can improve your contact center's profitability and operations, we've laid it all out for you in a two minute, thirty-one second video. Sit back and enjoy!

As I noted in my last blog post, the key to some of the most successful Voice of the Customer (VoC) programs is the ability to “Keep it Simple.” You may have created your customer feedback survey and now you’re wondering what else you can do to ensure your program is a success. Here are a few tips from Jim McNutt at Piedmont Natural Gas and Bob Moore at TDS Telecom.

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In the past year, I’ve been fortunate to learn from our most successful customers about the practices and programs that they put in place in order to deliver phenomenal customer service. A key cornerstone of delivering extraordinary customer service is often having a Voice of the Customer, or VoC, program in place. 

In this 2-part blog series, we’ll take tips from our customers and learn from their experience in implementing a successful VoC program.   In today’s post, let’s talk about “Keeping it Simple.”   Read more»

I have a good friend who runs the social media monitoring for his company. Over the holidays there was an incident at one of his company’s locations that caused a huge stir and 1000+ tweets, Facebook posts, etc. by customers, their friends, and others. The company handled the customer’s issue, one they had never come across before, the best way they could at the time. After analyzing the 1000+ social posts, they found a mixed response from the customers; some agreeing with the company and others siding with the customer’s issue.   Read more»

As they say, good news bears repeating. We don't often do this on this blog, but I wanted to share some great news with all of our loyal blog readers, and the easiest way to do that was to repost a press release we issued this morning in its entirety. This is a great time for inContact, and our positioning in the DMG Hosted Contact Center Infrastructure Report is additional validation of our market leadership.   Read more»

I've long been fascinated by the move toward Work From Home (WFH) agents in the contact center industry. It just seems to make sense - lower costs for contact center operators and a happier work environment for contact center agents.

As I've talked with successful contact center managers/operators who are utilizing the WFH model, I've seen some trends toward leveraging WFH not only for the "usual" reasons (lower costs, happier agents) but for overall improved results / incentives in the contact center. I wanted to share with you the ways that some forward thinking contact centers are using the model:   Read more»

The Internet is a fascinating environment. By design, it is a network that was created to aid in the distribution and collaboration of information. While this inherent attribute has created an environment of rich opportunities and worldwide benefits, it also creates conflicts, and a great number of legal conundrums. One major reason for this conflict is that the Internet is ubiquitous, able to reach out to people virtually anywhere in the world, but… we all don’t agree on what information should be shared, how it should be shared, and what you should be able to do with that information. 

Enter Facebook.   Read more»

We had a great response to Wednesday's blog with our Top 10 list from the Early Morning Show at ICUC 2011. I thought I'd dig back into the archives and share the Top 10 list from ICUC 2010. The great thing about it is that lists like these hold up quite well over time. Today we have "Top 10 Best Excuses for Agents Being Late or Absent to Work".   Read more»

Every year at our inContact User Conference (ICUC) we have a really fun general session called The Early Morning Show. It's a talk show style show featuring the usual fare of talk shows - celebrity guests, games, and, of course, a Top 10 list. I'd like to share with you the Top 10 list we featured at ICUC 2011 as a bit of a holiday gift.

Top 10 Things Call Center Agents Wish They Had

10. Voice automated polygraph

9. Ability to "fire" callers   Read more»