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Why Do We Route Email?
Alright, I’ve been unsettled about email routing for awhile now. Here’s my problem with the way I usually see it done. Wait, I’m ahead of myself. First let me explain how I usually run into email...
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And What About Email?
While voice is the interaction type most preferred by customers, it is gradually losing ground to other channels. After voice, email is by far the most dominant channel delivering interactions into...
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Email Contacts and Your Agents
In the ideal world, a "customer service" agent would perform admirably whether the customer chooses to interact over the phone or through email. This scenario is easier to manage and to staff, and it...
View ArticleThe Power of Integration
In the world I work in every day, the word “integration” usually stands for some piece of software that will communicate between inContact’s platform and some other system. These systems are...
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To Form a More Perfect Integration / or An Integration by Any Other Name
I’ve always loved language and words. I especially love to find particularly precise and powerful words I’ve read countless papers regarding the debate between inalienable and unalienable rights in...
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Increase Customer Satisfaction and Leverage Costs by Integrating CRM and Call...
Looking for a successfully strategic way to produce happy customers and happy management while lowering costs? If so, you may want to follow Extra Space Storage's lead -- they integrated...
View ArticleThe Challenge of Multi-Application Agent Work Environment
A few months ago I wrote about the success that some contact centers are having with unifying multiple applications into one space. In that instance, the organization made a big move to...
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Solve it Once!
Are you truly listening to your customers? Are you capturing their experience with your products or services in the moment? Are you making that knowledge available for future reference? The customer...
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A Big Step in Customer Service
A group of inContact employees recently returned from the Microsoft Dynamics Convergence 2011 conference in Atlanta, Georgia where we were sponsors and exhibitors. The show, with more than 8,500...
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Integrating Social Media Into Contact Center Workflow
This is the third in a series of blog posts focused on creating a customer service social media strategy. The first entry talked about the social media customer service experiment. The second post in...
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