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 travel frequently between Denver and our corporate headquarters, Salt Lake City and I am a big fan of Southwest Airlines. They are usually on time, have plenty of times to choose from for the SLC-DIA route and they have nice, big planes that seem to deal with the inevitable turbulence between these two mountainous states better than the smaller planes of their competitors.  I’ve recommended Southwest often and defended the inevitable ‘cattle call’ comment about their line-up process. Clearly, I’m an advocate and it would be hard to get me to switch to another airline.

But, here is my problem. They don’t recognize me. I call their call center and I get thrown into a queue with the folks who may travel once per year. I don’t get upgrades. I feel like I am a number to them, despite my loyalty. In my opinion, this is a lost opportunity for them and there are lessons in this anecdote which other organizations can learn from to make their customers feel special.   Read more»

I’m a marketing person. And for those of you who understand the intricacies of balance sheets, NPV, FPV and all other finance-related terms, you know that numbers are not usually a marketer’s strong point.

However, in the past few years, we’ve seen a significant shift in marketing. Instead of talking about the latest and greatest advertisement, brand awareness or the number of press releases sent out on a monthly basis, marketers now need to be prepared to discuss conversion rate, cost per lead, contribution to revenue and opportunity value creation. Metrics have become paramount to any discussion with the CFO, particularly when budget time rolls around.   Read more»

I’ve only been with inContact since November so I’m still adjusting to the absolute enthusiasm our customers have for us.

Since I’m in marketing, I'm often in search of customers who want to extol the virtues of inContact’s contact center solutions (happily, they're easy to find). However, we’ve made a real effort with our Problem Solved road tours to focus squarely on our customer’s success with a particular call center challenge and/or best practice. In other words, I guarantee you that you won’t hear a sales pitch. Or hear a group of ‘advertorials’ from our customers. Your next chance to hear real-world examples of best practices is at our New York City road show on May 25.   Read more»

As you’ve read in previous blogs, inContact is going on a 21-city road show tour across the U.S.  The goal is to bring together local directors and executives and provide a forum to share knowledge and experiences to help solve common contact center challenges. The most engaging portion of the tour has been the best practices presentations by local inContact customers in each city. They’ve been so great that it’s a shame that only attendees in that particular city get to hear them. So I thought we’d post one of them here to give everyone has a chance to share in the wealth. 

At our recent stop in Dallas, Thomas Ahl from H-E-B shared a presentation on “Linking Multi-Location Call Centers”. Thomas shared the challenges their pharmacies faced, the solution they found as well as how they measured the success and ROI on their efforts. He also gave great tips on how to plan for your own multi-location initiative. View his advice in the video of his full presentation below.   Read more»

My favorite thing about spending time with others in my industry is how much I can learn from them. Our upcoming road show in Dallas on April 14 brings a wealth of knowledge and peer-to-peer sharing that will help bring solutions to any challenge that might be plaguing your call center. The Problem Solved roadshow is a great opportunity for contact center directors and executives to learn how to improve your contact center, participate in hands-on breakout sessions and take back tips you can implement right away. It’s all about helping you solve the biggest problems you might have in your call center - all at no cost.   Read more»

The inContact Problem Solved Roadshow is moving forward as we head to our second city! The Problem Solved roadshow is a great opportunity for contact center directors and executives to learn how to improve your contact center, participate in hands-on breakout sessions and take back tips you can implement right away. It’s all about helping you solve the biggest problems you might have in your call center - all at no cost.   Read more»

When we started talking about hosting the “Problem Solved Tour” at inContact, the upcoming, 14-city road show in the United States, we had high hopes that our customers would want to share their stories about how they faced down contact center challenges. And, we hoped they’d be willing to share these stories with their peers and colleagues. We found customers that were not only willing, but that their stories encapsulate remarkable success. We thought we’d kick off the tour close to home, in Salt Lake City on March 16, and have a great line-up planned.   Read more»