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October 07, 2015 No matter how many Tweets, Facebook (News – Alert) postings or Chat windows get opened, customers still reach for the phone when they want to contact a company. That’s the main takeaway from a new report issued jointly by the International Customer Management Institute (ICMI) and cloud contact center leader inContact. “I am […]

October 01, 2015 Former Disney (News – Alert) Chief Executive Michael Eisner was once famously quoted as saying, “If it’s not growing, it’s going to die.” While he might have been talking about the entertainment industry, his words can pertain to just about any area of business. That may be part of the motivation behind the

September 30, 2015 New research just released by some contact center industry leaders confirm what many have suspected: there are gaps between what contact center customers want and what is actually delivered. But the good news is that, with a little thought, those goals are within reach. That’s the gist of the report jointly released

September 24, 2015 Even though Autumn has just begun, savvy retailers are already gearing up for the coming holiday sales season, and one in particular has taken steps to assure that its call center efforts are up to the task. InContact, a leading provider of cloud contact center software and contact center agent optimization tools, has announced

September 22, 2015 Contact center luminaries from far and wide are making plans to head to Salt Lake City next week for the 11th annual InContact User Conference (ICUC). The show, one of the largest in the contact center industry, kicks off Tuesday, Sept. 29, featuring three days chock-full of seminars for everyone. “This annual

September 18, 2015 In addition to all the myriad rules and regulations about call centers today, there are few issues more vexing than “compliance.’ What is it, and how does one achieve it? It’s a murky area for sure. That may be one reason why longtime industry insider and compliance expert Mike McAlpen recently penned

September 15, 2015 With the ongoing rise of social media in the contact center, new challenges are popping up daily for the agents on the front lines. Which ones are stepping up to the plate, and which are falling behind? It takes a savvy manager to spot and groom the superstars, and know which people

September 11, 2015 InContact has rolled out the new version of the “inContact Agent for Salesforce” on the Salesforce AppExchange. It’s designed to empower businesses to connect with customers, partners and employees in a better way. “InContact’s Agent for Salesforce v3.0 now supports the email and voicemail channel, native Salesforce case routing, Personal Connection ‘no-pause’ automated

September 09, 2015 With the way that technology keeps rapidly advancing, anyone who hazards a guess as to how things will be next year is basically just taking the clichéd shot in the dark. So imagine trying to look five years down the road? One writer has done just that, and he’s come up with

Caveat: Make Your Outsourcers Aware of Federal Regulations September 02, 2015 The TCPA was enacted in 1991 but has received a lot of attention lately because of recent Federal Communications Commission actions that heighten its powers. A recent blog post from Cindy Williams at The WORKS discusses these changes at length. She notes the altered