Where is the Agent Heading?

VIEW Dec 10, 2014
ICMI - As is customary this time of the year, we look forward into the next year and beyond. And we might ask: where are our agents heading?

Work-at-Home Solutions Are Transforming Call Center Operations

VIEW Nov 19, 2014
Destination CRM - Having contact center systems and software positioned in the cloud "is the way to go if you're going to allow people to work at home," adds Jennifer Waite, product marketing manager at inContact. "The cloud gives you the ability to have technology with you wherever you are. You don't have to set anything up. [The system] just needs to know where to route the work."

The Challenges of a Remote Workforce - Tips for Increasing Employee Engagement

VIEW Oct 27, 2014
ICMI - Halloween is coming up quickly and many contact centers are preparing for how they will celebrate with their staff. Many will allow their agents to dress up and some will even have contests for the best costume, most original theme for a team and most creative way that their cubicle was decorated. This is a great way to involve your staff in a fun activity, unless they are a remote agent… How do we involve the remote agents in these kinds of in-house activities, contests and fun?

CRM Integration in the Age of the Customer: 1+1=3

VIEW Sep 17, 2014
ICMI - Most everyone in the Contact Center and CRM space seems to agree: this is the age of the customer. Excellence in Customer Service is a competitive differentiator, and offering better customer service than “the other guy” can make or break your business.

Metrics that Matter: Use the Right Tools to Measure

VIEW Aug 18, 2014
ICMI - It’s hard to imagine, but the days of reading from a printed script and keeping track of all calls with a pen and a paper where not so long ago. When call center agents were monitored by a physical person manually hard wired into their line. These types of inefficiencies have been experienced by nearly every call center, but luckily we have come a long way in a short amount of time.

Hoffman’s Hot Seat: Hot Trends in Outbound Communications

VIEW Aug 11, 2014
1to1 Media - 1to1 Media's Tom Hoffman catches up with Jennifer Waite, Product Marketing Manager at inContact at Call Center Week in Las Vegas to discuss key trends in outbound communications, including new approaches to proactive customer communications.​

Speech Analytics Goes Back to the Future

VIEW Aug 3, 2014
1to1 Media - While 1.21 gigawatts may be extreme, companies must power their VOC strategies with the innovative tools and technologies necessary to drive real-time speech analytics and fuel first call resolution.Though voice conversations and customer service calls may seem like things of the past, speech technology and data analytics continue to usher such interactions quickly into the future—no flux capacitor necessary.

Quality Management Across Channels: Back to the Basics

VIEW Jul 13, 2014
ICMI - As contact centers continue to evolve, quality management processes will need to keep up. So, why not go back to basics?! Today we review key areas where quality management needs to evolve for multi-channel to keep you ahead of the game.to continually update processes and compendiums as you make changes!