Contact Center Management

inContact’s Education and Enablement Team provides training and on-site support to our customers. The Enablement Consultant’s primary responsibility is to ensure our customers are prepared for success through education and support during the scheduled launch of our products. During this time, we spend two to three days evaluating the customer's contact center environment, providing training to their staff, and showing them tips and tricks using our solution - all coupled with best practices derived from our experience.

During a recent customer launch, I was able to see how our products made a difference in customer experience and how easy they are for the staff to use. I have to say, this is very exciting.   Read more»

Social media is gathering steam and a rapidly growing new channel for contact centers. Gartner states that  "By 2013, at least 35% of customer service centers will integrate some form of community/social capabilities as a part of the contact center solution." (Gartner, Magic Quadrant for CRM Customer Service Contact Centers, 9 April 2010)   Read more»

Today you start your new job as the manager of your contact center.  Most likely, you’ve risen through the ranks of supervisor and agent; maybe even in this center.  Nervousness and excitement fill the air.  Your boss has faith in your abilities and you are appreciated and a valued member of the team.  These are great feelings, but I suspect there is also some stress and worry mixed in there. You have accepted a new job and along with that comes difficult tasks and requirements that are different than what you have been doing.  

I want you to succeed.  Running a contact center is a terrific challenge. And If I were you, this is what I would do this week:   Read more»

In the first two installments of this series I focused primarily on the end user who doesn’t have much, if any, exposure to a contact center.  In this article I would like to make a case for contact centers getting some love inside their own organization.

If your business has a contact center, ask yourself, “What is the role of my center?”  Hopefully, you come up with some immediate answers.  The obvious ones to me include:

• To resolve billing or other non-technical issues our customers may have
• To sell potential customers on our products
• To support our customers technically
• To collect outstanding A/R