Outsourcing Among Issues to be Tackled at ICUC Conference

July 24, 2015

Running a busy contact center is a time-consuming task. It’s easy to get bogged down in the problems, both big and small, which plague nearly every contact center. It’s important, however, to occasionally look outside the organization for solutions that can help solve these problems and improve the customer experience. These outside experiences include case studies, networking with other contact center organizations and solutions providers, trade shows, expos and user conferences. These events are designed to offer new ideas and solutions, demonstrate new technologies and provide attendees with an opportunity to share experiences.

From September 29th to October 1st later this year, cloud contact center solutions provider inContact will host its annual inContact User Conference (ICUC) at the Salt Palace Convention Center in Salt Lake City. The event will focus on the most important topics, trends and challenges of the contact center industry, with a view toward helping attendees improve their customers’ journeys. According to inContact, this year’s lineup of speakers, exceptional training sessions, and hands-on workshops have been crafted to offer attendees instrumental tools to lead their organizations into the future in the company of colleagues, product experts, and industry peers.

In a recent blog post, inContact’s Alyse Chiariello highlighted some of the standout features of ICUC, including the planned Technical Training sessions on Tuesday, September 29th.

“Technical training and skills building includes in-depth, hands-on sessions that will enhance your knowledge of the inContact platform and solutions,” wrote Chiariello. “These sessions are designed to meet the needs of those in specific contact center roles and their special areas of interest. You will take away a comprehensive understanding of the inContact platform and software offerings along with one-on-one assistance from our product experts.”

The event will also include breakout sessions that are organized by contact center job function, including executives, managers, technical and IT specialists, workforce optimization (WFO) specialists as well as contact center tours. And for attendees looking for hands-on ways to explore the array of new options for the contact center, ICUC will be encouraging feedback to help make its solutions better to help define the user experience. For this, it’s looking for interactive participation from customers.

“This year at ICUC, we encourage you to participate in our User Experience Lab on Next Generation Agent’s (NGA) software functionality,” wrote Chiariello. “You will work with our UX team to provide feedback on different customer interfaces, including our new agent and supervisor features, which will help determine the direction for what’s coming in the future.”

For more information about ICUC and to register, visit the event’s Web site here

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