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International Expansion - How and Why We Did It
Editor’s Note: As we wrap up 2010, I wanted to share some of our favorite blog posts from the past year. We’ll be back with new content on January 4. This post by Mike Perry first ran on December 1.You...
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Why At-Home Workforce? (Part 1)
Contact centers have begun to take notice of those using an at-home workforce either in conjunction with brick-and-mortar centers or in some unusual cases, instead of brick-and-mortar centers. Think...
View ArticleWhy At-Home Workforce (Part 2)
In part 1 of this blog series, we explored some of the common objections to an at-home workforce and offered some help around those objections. In this segment I want to explore some benefits of...
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Why At-Home Workforce (Part 3)
In part 1 and part 2 of this three part series, we discussed common objections to deploying an at-home workforce and some benefits to having such a workforce either as a supplement to or substitution...
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Follow the Sun
I had the opportunity to present at inContact’s annual user’s conference, ICUC 2011 a couple of weeks ago. The conference gets better and better each year in terms of attendance, content and networking...
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Economics of the Cloud
Last week I was invited to speak in a joint UK/US session put on the by Utah Chapter of the World Trade Center. The topic of discussion was “Economics of the Cloud,” meaning cloud computing or hosted...
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My Call Went Where ?
I often train new employees trying to learn telephony, and especially international telephony, on the routing and multiple carriers, networks and equipment involved in a single international telephone...
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Data Centers in Europe
We recently announced our new data centers and European infrastructure in Frankfurt and Munich. I led the team that deployed the infrastructure to those two German locations and, although it was a...
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2011 Recap - Hosted Software & Telecom
I know I am two months late in getting in my end of 2011 recap blog, but it’s like they say . . . better late than never. 2011 was a busy, crazy, challenging and fun year around here. Constant change,...
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Cloud is Sweeping the Globe
I had the opportunity a few months ago to spend a week in Munich, Germany working with one of our premier partners who will sell and support the inContact suite of products throughout EMEA. It was...
View ArticleThe Social Contact Center
In the Age of the Customer, companies must work harder to impress, obtain and keep customers. As competition increases and consumers demand multiple ways to interact, contact centers are tasked with...
View ArticleCES in the Contact Center
No, I am not talking about the Consumer Electronics Show. I would like to take a moment and talk about Customer Satisfaction. How many of you measure Top Box, Net-Promoter Score, or First Call...
View ArticleFrost & Sullivan East – Trends & Ideas
Last week, some of my inContact colleagues and I ventured to Marco Island, Florida for the annual Frost & Sullivan East conference. While we were there, we engaged in some great discussions with...
View ArticleThree Ways IT Managers Can Improve Performance in the Call Center
It is no secret that the call center operation has always relied heavily on the IT department to help manage and maintain the technology and telephony infrastructure. Over the years, this close...
View ArticleICUC13 Planning in Full Swing
Last week, I spent a couple of days at the ICUC 2013 venue, The Westin Lake Las Vegas Resort & Spa. I’ve been working out the logistics for our keynote speakers, Tim & Kris O’ Shea. These two...
View ArticleWhat Makes ‘em Tick?
Contact centers have made it part of their everyday business to survey customers following any type of contact. So, what are Customers saying? Here are some of the top complaints that customers have...
View ArticleKnow where You Stand and Take Steps to Improve
How does your contact stack up next to industry peers and what steps do you need to take to improve? Our new benchmark assessment tool uses best practice data from hundreds of surveys conducted by the...
View ArticleThe Royalty in Customer Loyalty
“Thank you for being a loyal customer.” This is a phrase I've heard many times over the last few months. It makes me think about the companies in my personal portfolio and how I interact with those...
View ArticleIVR Blunders That Make You Want to Scream
It’s been a while since I’ve shared my IVR frustrations, so I thought I’d take a minute and recount some IVR blunders that I recently experienced. I was conducting personal business in my mobile...
View ArticleUpcoming Webinar: inContact’s Universal Queue
In this month’s webinar we will be covering how to manage inContact’s Universal Queue. I’m excited to share this information with you all because I know how important it can be to your contact...
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