Implementation Bliss

by Carol Fowler
April 12, 2012
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They say you never get a second chance to make a first impression, and I find that it’s often the little things that make a first impression really memorable. We have a proven methodology for the implementation process with new customers, and it’s my good fortune to be a part of that process and see the small things that make a huge impression on our customers. 

Recently I had the good fortune of being on-site for the project kick-off call with a new customer and the implementation team. After the call, as we were wrapping up, the CIO says to me, ”I was on a healthcare website today looking for a phone number to get a question answered about an insurance issue when up pops a ‘Want to Chat NOW?’” box.  He noticed that the chat window said, “Powered by inContact” and said “YES!”  He said the agent quickly resolved his issue and before wrapping up the chat he asked, “on a totally unrelated topic, how do you like the inContact system?”  He said the response was instantaneous,  “we love it; it is awesome!”  This customer CIO was grinning.  It was such a great way to begin a partnership with a reference from a complete stranger who happens to be a user!
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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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