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Need to Raise Your Call Center Quality? Be Cloud-Bound

February 21, 2014
By Rory J. Thompson, Web Editor

It’s a well-know maxim in the industry that call center customers are a fickle bunch, and they rarely call to praise a company. Usually whenever that call comes in, there’s an issue that has upset them so much that they’ve taken the time to track down your number, make a call and demand that you do something about it right away. It just comes with the territory.


So customers are on edge from the get-go, and just about anything can raise their stress level even higher; even something as benign as “too many” rings before the call is answered. It’s no wonder the call center industry has one of the highest turnover rates of any business.

What can you do to help your business rise above it all, and become better at what you do? According to the folks at inContact, a leading cloud call center provider, you simply need to give the customer an experience that is second to none.

“Customers are impatient, powerful and most of all, all in,” inContact noted in a recent statement. “And they expect that you be, too, which means meeting them where they are: mobile and multi-channel, through voice, Web, email, chat and social media.”

In short, the company believes that “good” customer service is no longer good enough. You’ve got to be at the top of your game, and steps ahead.

To that end, inContact is hosting a new webinar this coming Tuesday titled “Bringing Your ‘A’ Game: Taking Your Contact Center from Good to Great.”

Hosted by inContact’s Chief Marketing Officer, Mariann McDonagh, she’ll be joined by Sheila McGee-Smith, Founder & Principal Analyst at McGee-Smith Analytics. Together, the pair will look at some solutions through cloud services that empower contact centers with speed, flexibility and agility to quickly gather, analyze and respond to customer insights across the many communications channels they’re using.

Among the topics to be discussed will be:

  • How shifting to cloud services will be a game changer for your organization;
  • How a cloud platform will enable you to harness the power of analytics; and
  • How the cloud will transform the performance—and profitability—of your contact center.
If that sounds like information you could use, you should plan to be online Tuesday, February 25 at 1:00 p.m. (EST) for this timely, one-hour discussion. To reserve your spot, and begin making your call center better than ever, Click Here


Edited by Rory J. Thompson



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Resources

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Featured Resources
inContact Dialer

The inContact Dialer combines state-of-the art inbound contact handling with full-featured campaign-based outbound dialing to maximize agent productivity.

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inContact Blended Media (Multi-Channel Routing)

Put your Customer First: Let them contact you in a way that is convenient for them by transforming your call center into a true multi-channel contact center.

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The Next Revolution: Cloud Computing

It's never been a better time to have your head in the clouds—cloud-based software, that is. In today's economy, everyone is looking to reduce costs and improve efficiencies.

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Personal Connection Outbound Solution

In the age of the customer, contact centers are always looking for new and better ways to ensure satisfaction with every interaction.

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3-Minute inContact Tour

Transform your customer care. Watch our product and company overview.

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Featured Whitepapers
2013 Executive Priorities Report

Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.

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2012 North American Cloud Contact Center Solutions Company of the Year Award

Frost & Sullivan has over fifty years of experience as a global research organization.

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Choosing the Right Cloud Contact Center Solution

Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.

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