Contact centers have made it part of their everyday business to survey customers following any type of contact. So, what are Customers saying? Here are some of the top complaints that customers have regarding contact centers and the services they provide.

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Last week, I spent a couple of days at the ICUC 2013 venue, The Westin Lake Las Vegas Resort & Spa. I've been working out the logistics for our keynote speakers, Tim & Kris O’ Shea. These two are not only well-versed industry professionals who understand the demands of running a successful contact center, but they’re also Second City-trained comedians who have performed in theaters and night clubs. That is a unique and fun combo!   Read more»

It is no secret that the call center operation has always relied heavily on the IT department to help manage and maintain the technology and telephony infrastructure. Over the years, this close relationship between IT and the call center lead to a symbiotic relationship that allowed companies to solve customer service problems with a mix of technology and business process innovation.   Read more»

Last week, some of my inContact colleagues and I ventured to Marco Island, Florida for the annual Frost & Sullivan East conference. While we were there, we engaged in some great discussions with customers, partners, future customers and friends. Conferences can be a bit overwhelming as there are so many ideas thrown around that it is hard to know where to start. I've boiled it down to just a couple key takeaways and included them below. Were you there? Tell us about your favorite part!   Read more»

No, I am not talking about the Consumer Electronics Show. I would like to take a moment and talk about Customer Satisfaction.

How many of you measure Top Box, Net-Promoter Score, or First Call Resolution? There is no single way to measure customer satisfaction, but I would like to take a moment and talk about CES.

What is CES?

Customer Effort Score – Contact center reps should focus on reducing the effort customers must make. Doing so increases the likelihood they will return to the company, spend more, and share the positive experience.   Read more»

We believe one of the secrets for long-term success is creating a thriving community of customers and partners. In 2013, the inCloud partner network continues to prosper with a new partner directory and app showcase. Now the inContact web site offers a single place to turn for all customer-facing business solutions. inContact customers can browse partner apps, read details about each partner’s services and get in touch directly just by filling out a web form.

Current applications and services include:

• CRM/Agent Desktop
• Customer Experience
• Mobile
• Reporting & Analytics
• Social Media
• Workforce Optimization

On March 22, Mariann McDonagh, Chief Marketing Officer at inContact, is being honored as an inductee to the Direct Marketing News Marketing Hall ofFemme. With this recognition, Mariann is among an elite group of marketers who are setting the standard for marketing professionals.  According to Direct Marketing News, “Powerhouse brands have much in common: dynamism, flexibility, incisiveness, intelligence. So do the women who sit at the marketing helms of many of their companies.” Mariann is a great example of this with especially in the way she leads her team to go beyond the boundaries of traditional marketing. 

As Marina Antestenis puts it, “Having a great leader 'makes all the difference' and I've been extremely fortunate to have such a person to guide me through my career.” Sonya Hansen added, “Mariann is never afraid to roll up her sleeves to tackle a tough project and is the first to give credit where it is due. She is clear in her expectations, her sense of humor is refreshing, and you can count on her to always give you the truth.”        

As a spokesperson for inContact and for brand and marketing best practices, Mariann has a lot to say. She’ll be part of this webinar on March 19, “Building the Contact Center of Tomorrow, Today!” Register here.   Read more»

As the cloud contact center leader, it's our role to deliver powerful innovation that allows our customers to dramatically enhance their service delivery strategies."
- Paul Jarman, CEO of inContact.

Innovation is a big commitment, and this month we're rolling out the first of our major updates for 2013. When we spoke with analysts and press contacts last week, one editor commented, "Wow, you're not kidding when you say major release." Because we are 100% in the cloud, our customers have immediate access to all the new capabilities and features.

Introducing the inContact Cloud Universal Queue   Read more»

It’s official! The next inContact Users’ Conference (ICUC) will be held at Westin Lake Las Vegas Resort and Spa, October 8 – 10, 2013. Put the dates on your calendar now and then confirm your spot on our Very Important Customer VIC List to ensure you receive the exclusive discounts and offers available.

At this year’s conference, inContact customers, partners, analysts and industry experts will gather to explore “Building Tomorrow’s Contact Center. Today.” Let’s dive into your toughest contact center challenges and focus on strategic planning for the future. We’ll answer questions such as:

• How do I balance the cost and quality of service interactions?
• What is the best way to align organizational business goals to overall contact center performance?
• How can my IT team add value to the business with state-of-the-art technology and applications without going over budget?
• What methods are other teams using to meet service level agreements and increase customer satisfaction?

• How can I integrate new customer interaction channels like social media and chat into our processes? 

We’ll be opening registration soon, but want you to save the date for ICUC and plan to join us at Lake Las Vegas. At The Westin Lake Las Vegas Resort and Spa, you'll discover a side of Las Vegas that's anything but ordinary. Retreat from the neon lights of Las Vegas to a lakeside paradise. Don’t worry, there’s a casino less than a mile away for all of you gambling types… We’ve negotiated a great hotel rate with the Westin and, if you register early, you’ll receive our Super Saver conference pricing.   Read more»