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Hosted Call Center Provider inContact to Host User Conference

By Susan J. Campbell, TMCnet Contributing Editor

The call center is one division of the company that is a must-have. You need to be able to interact with your customers, answer questions, address problems, take orders and more. As much as the call center is needed by the company, it is also often the most expensive division of the company. Now, with the advancements in technology and the availability of the hosted call center, that cost can be reduced, while service availability increased.

A recent inContact piece focused on the advancements of the hosted call center in the global market space. inContact, a provider of on-demand call center software and call center agent optimization tools is planning to bring thought leaders and industry experts together for a conference that will highlight the importance of the customer.

The inContact User Conference (ICUC) is scheduled to be held in Salt Lake City, September 12-15. The theme for this event, “The Power to Put Your Customer First”, highlights the important role the customer plays in your overall strategy. The conference will take place over four days and will offer intensive best practices sharing and forward-thinking discussions centered on the bringing the customer into the forefront of the contact center experience.

Martha Rogers, Ph.D., an acclaimed author, business strategist, and a founding partner of Peppers & Rogers Group, a customer-centered consultancy, will kick off the event with a keynote speech. Rogers has been named one of the 19 most important business gurus of the past century by Business 2.0 magazine.

The remainder of the conference will provide a venue for inContact customers and other leaders in the contact center space to learn from one another, as well as network and share best practices for leading the call center to a customer-centered focus.

“One thing has been clear from prior ICUC feedback: what attendees found most useful were interactive, hands-on sessions,” said Mariann McDonagh, inContact CMO, in a statement. “So this year, we’re giving our customers even more of it. There are four types of sessions – facilitated forums, workshops and expert and technical sessions -- each designed to give the maximum ability to learn from experts, share experiences, and work collaboratively. ICUC has been built to deliver actionable information that will benefit every attendee.”

ICUC sessions are designed to address the leading trends in the contact center industry, such as social media, self-service, outsourcing and customer feedback management. The conference will also cover long-standing contact center topics for which best practices are still evolving, such as speech analytics, reports and blended dialing.

Added McDonagh, “Our goal is to make ICUC a must-attend industry event, geared toward contact centers of all sizes and levels of expertise. We work very hard every year to create a valuable experience, with actionable insights to enable improvement and change, and of course, this will be the best year yet.”

Those interested in learning more about the hosted call center or this event can visit http://icuc2011.com/. Early bird pricing is available with saving of $150 per attendee. This special ends July 29.

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