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We recently completed our 2010 inContact User Conference and it was fabulous. At the conference I moderated a panel discussion on deploying at-home agents (thank you Michael, Jill, and Penney for being fabulous panelists). While we were being prepped with microphones before the panel discussion began I asked the panelists how they refer to "at-home...

Customers like it when you hear what they have to say. They like it when you favorably respond to a call, chat or email into your call center, and they really like it when hear what they're saying on social media. Why? A couple of reasons: first, social media is new and not every company is participating...

If you run a contact center then I am sure you want to provide excellent customer service. I have never met a contact center that didn’t think about and strive for better customer service. However, many of us feel that we are still rending too much average customer service. Is there something that can be done to...

I am now pushing the five decade mark and I find that my ability to learn and absorb information is not the same as when I was 20. But time has provided me with something more valuable, and that is experience. It may be that when I was young, learning physics and calculus came more...

Gartner says that by 2012, 65% of support conversations will happen in the cloud and by 2013 at least 75% of customer service centers will use some SaaS application. What does this mean to you? When should you consider moving to SaaS solutions? I run a line of business focused on the contact center for Astadia, a...

Unfortunately, all good things must come to an end. Today marked the final day of the 2010 inContact User Conference (ICUC). To finish out this year's conference, there was a Tech Talk session led by some of NICE CXone's technology leaders who provided a sneak peek into some valuable technologies on the horizon. We then...

After an early breakfast, we had the opportunity to hear from the second keynote speaker of the conference, "customer experience transformist" Bruce Temkin. Bruce, founder of the Temkin Group and former Vice President and Principal Analyst at Forrester Research, specializes in helping large organizations dramatically improve business results by providing long-term strategies and solutions for becoming...