Could your contact centre benefit from being in the cloud?

VIEW Dec 19, 2013
Contact Centre Helper, The UK's Most Popular Contact Centre Magazine: Cloud enables UK organisations to deliver customer service in ways that would not be possible using on-premise solutions without significant organisational upheaval and financial cost. ​

The Changing Face of the Contact Center

VIEW Dec 19, 2013
Telecom Ramblings: For most consumers, the ‘voice’ of a brand is the customer service associate that they interact with either in the store or through the company’s contact center operations, typically accessed either by calling a toll-free number or virtually through a website’s chat function.

Preserving the Human Element of Quality Customer Service

VIEW Nov 10, 2013
1to1 Media: Technology has become an unavoidable component in helping to deliver quality customer service, yet companies still must maintain a humanistic approach in order to preserve the personalized experiences that cultivate satisfaction and loyalty.

Did THAT Just Happen Up Close and Personal with United Customer Service

VIEW Oct 16, 2013
ICMI: “There is a huge misconception in the multichannel world that the personal connection is no longer necessary,” says Mariann McDonagh, CMO for inContact. “WRONG! Just because you give a customer every channel they want, doesn’t mean that they also don’t want to talk to a real person now and again.”​

Walk in an Agents Shoes

VIEW Oct 16, 2013
1to1 Media: Last week, I had the good fortune to moderate a panel discussion on creating memorable customer experiences at inContact's annual user conference, ICUC 2013.