Strength in Numbers is Proven

Workfront selected inContact’s cloud contact center solution with built-in call recording and playback, robust reporting and an easy-to-use interface.

Customer Service is Key to Business Growth: Survey

An independent study just released identifies a number of reasons why legacy call centers cannot meet the needs of today’s consumer.

Contact Center Woes? Look to the Top

New research has uncovered what many disgruntled workers have felt for some time: it’s management’s fault.

Today’s Challenge: Keep New Hires Engaged

Adult learners need to be stimulated and entertained in order to absorb and retain the knowledge required to dazzle customers.

Either In-House or Outsourced, Cloud is the Preferred Choice

April 14, 2015

As any human resources professional will attest, making sure everyone is signed up, on time, for company benefits is a lot like herding cats: it can be done, but it involves a lot of chasing down the strays. Add in the fact that just about everyone in America has to call in and make some sort of healthcare benefit decision every December, and you’ve got the makings of a potential disaster on your hands.

That might explain why a national healthcare benefits provider is moving 100 contact center agents from its premise-based call center system to the cloud. And the company helping make that seamless and smooth transition is cloud call center leader inContact.

According to a company release, “The flexibility of the cloud will deliver capacity to grow and the ability to scale up and down to meet the seasonal needs of the business.”

This healthcare service provider – which was not named, according to inContact company protocols — currently covers millions of members across the U.S. and is adding new members, while also supporting a broad spectrum of healthcare providers and insurance companies.

“Their current Automatic Call Distribution (ACD) system is time-consuming to manage and difficult to adjust for seasonal demand,” inContact noted. “The inContact cloud contact center solution offers an adaptable, easily scalable solution plus full multi-channel capabilities, giving members more choices and direct involvement in their benefits plans.”

Given the way healthcare is greatly expanding, the move makes total sense.

“The healthcare industry is constantly changing and we’re able to help companies adapt and continue to grow,” said Paul Jarman, CEO of inContact. “It’s vital for organizations to have a flexible and scalable system to help deliver the most seamless and personalized service experience for the millions of members, providers and payers that they support, even as they grow.” 

The complete inContact solution includes cloud ACD and IVR, CRM integration, Uptivity Quality Monitoring and network connectivity.

inContact Bringing Cloud Option to BPO Client

April 13, 2015

Ever since the economic slump that hit the world more than six years ago, a number of industries have taken it on the chin, but none more so than the retail sector. Folks didn’t have jobs or the disposable income that comes with steady work, so spontaneous shopping was out.

But the economic picture has brightened considerably since then, and retailers are seeing a nice uptick in business.

That might be one reason that a leading Business Process Outsourcing (BPO) with a number of retail clients has decided the time is right to move its business to the cloud.

inContact, a leading provider of cloud contact center software and contact center agent optimization tools, has just announced it’s been selected by a rapidly expanding BPO firm for more than 175 agents supporting multiple retail clients.

In a release, the company made clear why the transition is taking place: “This growing BPO [which has not been identified, as per inContact company protocols] is transitioning from a premise solution to the cloud, and needs an enterprise-grade cloud solution in order to customize their services and scale up or down seasonally based on the needs of different clients.”

There were a lot of factors in inContact’s favor for winning the business.

“inContact’s industry-leading cloud contact center solution includes advanced multi-channel routing with the Automatic Call Distributor and Interactive Voice Response system that supports inbound, outbound and blended voice as well as email, chat, SMS, social media and CRM work items,” the company said. “The inContact Agent for Salesforce enables intelligent contact routing so that agents can manage calls and access historical customer data without ever leaving the CRM screen.” Such capabilities help strengthen the relationship between company and customers, which is why more are signing on.

“Working with BPOs is a prime opportunity for inContact because of their high growth model,” said Paul Jarman, CEO at inContact. “They need a contact center solution that can adapt as they win new clients and quickly add new campaigns. The inContact cloud platform is a proven scalable and agile solution that easily adjusts to the flow of a BPO’s business.”

Who Said What? Analyzing Call Data Pays Off

Contact centers are at the forefront of customer satisfaction, and everyone from agents to executives are now interested in the data gathered by them.

Findings Show Some Surprises in Call Center Expectations

April 08, 2015

Cloud call center leader inContact has released the results of its new research detailing what customers experience when interact with a contact center, and the findings are quite revealing.

Produced in conjunction with leading research firm Harris Poll, the study was undertaken to “gather insights directly from consumers about their online and phone purchases and service experiences during the busiest shopping months of the year,” which are typically August through January.

The 48-page report, available for from inContact, showed some interesting highlights, including:

Consumers will pay more for a good service reputation, but they will even more readily switch brands after a bad service experience. “A large majority (86 percent) indicate if they had a bad customer service experience, they would very likely switch to another company in the future,” the report notes, adding “60 percent say if they read a negative customer service (in a review or on a social site), they wouldn’t do business with that company.” The findings underscore the need for contact center workers to always bring their “A” game.

Over seven in ten (72 percent) interacted with a company representative about their most expensive phone or online purchase totaling $25 or more before placing the order/during checkout/before receiving, whereas 29 percent interacted with a company representative after receiving their order. Again, the emphasis shows the importance of knowledgeable, sharp staffers.

Americans set high company expectations. Some 86 percent expect companies to let them choose options for follow-up or proactive communications (email, SMS/text, postal mail), and two-thirds (65 percent) expect companies to know their purchase history regardless of method of communication (e.g., phone, chat, email).

Surprisingly, Two-thirds of those asked (67 percent) indicated they would expect to be able to call the same company representative they worked with previously on an order or service issue. That said, 64 percent would also expect to be able to continue talking with the same company representative on the phone as they were talking with via online chat.

The survey was conducted online within the U.S. between January 29 and February 2 among 2,028 adults (aged 18 and over) by Harris Poll on behalf of inContact. The full report can be downloaded for free .

Sea-Change Coming to How Contact Centers Operate

April 01, 2015

Those who’ve been in the technology field long enough can remember when it took some time to connect with whatever or whomever you were trying to reach. It was just the way it was.

But these days, no one is interested in waiting for anything. If customers can’t get an instant connection with you or your company, they have no compunction about jumping ship.

In a on the homepage of inContact – a leader in cloud-based content center solutions – Joshua March, founder of Conversocial, looks at the impact “Social” is having on today’s contact centers, and how leaders need to respond if they hope to survive.

“Even 30 seconds is too long for today’s in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels like email and phone,” March writes. “The world is in the middle of the biggest shift in personal computing; the transition from desktop computers to smartphones and tablets requires an entirely new, mobile-first approach to customer service.”

As such, March looks at three major shifts in how people are now communicating with each other (and companies), all of which would be considered outside of the traditional call center model.

The Social Contact Center: “For major companies, social media has risen and now makes up to 10 percent of all inbound customer contacts, and is growing faster than any other service channel,” March says. “This powerful tool ensures customer voices are heard, both by companies and customer peers. Social media offers a convenient, mobile-first, real-time medium.”

Peer-to-Peer Resolution: “As customers trust brands less, they are beginning to trust their peers more. Customers have found their voice on social, and now that voice is growing louder and more powerful,” March notes. “Customers are turning away from brands and toward each other, expecting faster and more authentic engagement than ever before.”

Mobile Messaging Applications: “These messaging apps are the biggest new force in communication, and only growing,” he says. “The daily message volume on WhatsApp (owned by Facebook ( – )) is now 50 percent bigger than global SMS volume.”

It seems the die is cast for the future of communications. As March says, “With 64 percent of consumers preferring texting over voice as a customer service channel when given the choice, customer-centric organizations need to have real agents who are empowered to be flexible, authentic and able to resolve real issues in-channel.” It can’t be made any clearer than that.