Henry St.Andre's picture

The Forecast for the Cloud is Bright and Sunny

by Henry St.Andre
February 29, 2012
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Crossing the Chasm by Geoffrey A. Moore is an interesting marketing book on the study of how new technologies, in particular disruptive technologies or products, successfully make their way into a market.  It discusses how to move a technology from  the ‘Early Adopters’, those brave souls who are willing to take a risk with a new technology,  to the rest of us who want the benefits of the new technology without the risks.  A few years ago, one could say that the use of the cloud was largely the domain of the Early Adopters.  That is not so true today.  Not only are private and public companies moving to the cloud, (See the eWeek story about how SMBs are leading in the adoption of cloud services), but now even the federal government is looking at the cloud, as is evidenced by the recently released details on the government's new FedRAMP Program, aimed at developing a standardized approach to assessing the security of a cloud solution.   Read more»

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InContactTV's picture

On The Line: Discussing Customer Experience

by InContactTV
February 27, 2012
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We are proud to announce the first episode of our video blog series entitled On The Line. In our first foray into the video blog-o-sphere we speak with our Chief Marketing Officer, Mariann McDonagh about customer experience. She shares her own story about a bad customer experience and discusses some  call-center 'best practices' and the negative implications of basing agent perfomance on talk-time rather than resolving customer issues. Stay tuned, a new episode will be featured weekly!

 

 

 

Posted at 10:34 AM in
Todd Hess's picture

25% off for inContact Education

by Todd Hess
February 16, 2012
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25% off inContact TraininginContact’s education services, which is part of our professional services organization, is offering 25% off their instructor led education packages if booked by March 31, 2012. Need help with Studio scripting? Want additional training on reporting or do you have other training needs? Select from webinar sessions, live instructor-led training at our Salt Lake headquarters, or have an instructor come to your contact center.

Our training sessions are for your private learning and catered to meet your needs. Customers that go through our two-day Studio training are able to make custom changes to their scripts quicker and save money by not having to engage inContact’s Professional Services. We have also found those customers are able to troubleshoot and resolve issues without having to work with technical support.   Read more»

Posted at 07:47 AM in
Mariann McDonagh's picture

Love In The Workplace

by Mariann McDonagh
February 14, 2012
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OK…I admit it…I’m sort of a type A personality.  In fact, it’s true of most of the great Marketeers I know.  We tend to be high-powered types who live on adrenalin and deadlines.  From the outside, Marketing seems like a glamour job but, for those of us on the inside, we know its elbow grease and a ton of hard work with a small amount of magic and glitter at the very end to make it all sparkle.  So what makes marketers – and most people – run even harder than they naturally do?  Appreciation.  Take a look at this post on Harvard Business Review.   Read more»

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How To Become More Efficient With Text To Speech Technology

by Carole Altman
February 13, 2012
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With technology rapidly evolving and changing, the development and creation of new applications have increased productivity and efficiency in both our personal lives and on the commercial level. Recently, communication aids have evolved from talking calculators to up-to-date three-dimensional audiovisual products. In fact; the inclusion of technology today has become even more significant. For example; the development of software that is able to convert text to speech is a prime example of how modern technology can be of great assistance to us by providing the end user the ability to conduct tasks concurrently.   Read more»

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Helping Contact Centers Better Serve Their Customers

by Carol Fowler
February 9, 2012
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We’ve all been there, those waning moments before a presentation or a meeting where you have to cram, create, or calculate some last minute bits of information.  The following is my recollection of one such situation that provided me with an “aha” or “light-bulb” moment that gave me complete satisfaction from my job. A job in which I help contact centers better serve their customers and be completely relevant to their business.   Read more»

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Making the Shift to the "Cloud" - Software-as-a-Service

by Carole Altman
February 7, 2012
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SaaS (Software-as-a-Service) or “on-demand software” is becoming a fast growing, common software delivery model that provides tools that can reduce time-to-market and cost of converting a traditional on-premise software product, making implementation easier and more cost effective.    Read more»

Posted at 09:51 AM in
Heather Hurst's picture

Super Scalability - Don't be Bowled Over

by Heather Hurst
February 3, 2012
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I'm one of those people who watches the Super Bowl just for the commercials. At $3.5 million for a 30-second spot in this year's Super Bowl, you have to assume that only the best of the best will be present. Given the sheer volume of eyeballs on those ads, you have to anticipate that the companies will receive an influx of calls, tweets, emails, etc., not long after their ads air. (In fact, with the number of ads that have been leaked this year, they're probably already seeing them.)    Read more»

Posted at 09:48 AM in