Ho! Ho! Home-based Agents

VIEW Dec 20, 2015
ICMI - If you are in retail or another strongly seasonal business that peaks around this time of the year, I would wager a bet that you’d hire Santa and all his elves—maybe even Rudolph the Red-nosed Reindeer, if only he could talk—to help stem the seasonal influx of contacts.

Strategies to Successfully Deal with Rude Customers

VIEW Dec 10, 2015
ICMI - If you have worked in customer service, especially in the contact center realm, you know that rude customers are inevitable. ​It’s a tough situation that can be emotionally draining, but it doesn’t have to be. Here are some strategies you can use immediately...

inContact Cloud Solutions to Help Growing Facilities Expert Expand Customer Service Operations

VIEW Dec 9, 2015

SALT LAKE CITY – December 10, 2015 – inContact, Inc., the leading provider of cloud contact center software and contact center agent optimization tools, today announced a major facility expert and materials handler has chosen to adopt inContact’s unified cloud platform. This provider will implement inContact’s scalable cloud-based contact center solution, robust reporting platform, superior quality monitoring, and multichannel offering throughout several locations across the United States.


Retain Top Talent by Promoting from Within

VIEW Dec 3, 2015
ICMI - ​If the current paradigm in your office is to disregard internal candidates in favor of external hires, consider the potential costs of losing your best and brightest top performers.