Buzzwords and Catchphrases: New to the Cloud, Part 1 – a series

Hello world, I’m the new guy and I like big words, walks on the beach, getting caught in the rain, clever catchphrases, movie quotes and (as you will see) I dig a good and properly placed pun from time to time. I joined inContact in May of 2014 and my head is still spinning – [...]

The Power in Contact Center Analytics for Improving Customer Interactions

Customer contact centers’ main mission hasn’t changed:  Improve customer experiences and ensure customers are satisfied and remain loyal. Recent findings, however, from Ventana Research – authoritative provider of industry benchmark studies – show customers’ expectations of service have been changing dramatically: Customers are more demanding, and they want service delivered to their preferences – not necessarily [...]

Technical Training Tuesday is Coming to Uptivity Unleashed

When it comes to providing excellent customer service, it’s the agent who’s depended on the most.  That’s why we’re giving you the one-on-one attention you want to help educate your agents on the best practices and helpful tips they need to be contact center superstars!
In keeping with this year’s theme of bigger and better, Uptivity [...]

Top Reasons Why You Should Attend Uptivity Unleashed

Uptivity Unleashed, our 2014 User Conference, is going to be one for the books! We’re so excited for our customers to join us for one of our biggest events in Orlando. Are you interested in attending, but looking for more information?

Here’s why you should attend our conference in September:
Conference Offerings

3 days, 4 role-based session tracks
Technical [...]

Customer Interaction Feedback Is Key to Competitive Advantage

Listening to customers’ interaction feedback enables customer-centered companies to gain valuable insights for delivering high quality customer service.  In highly competitive marketplaces, customers seek superior service. With multiple feedback channels (IVR surveys, SMS, social media, web chat, etc.) at their fingertips for leaving commentary, customers are very likely to share their fresh interaction experiences–the good [...]