What your agents won't tell you – Inside tips to improve customer service

Athletes have the best "on the field" perspective, yet are often reluctant to disclose an injury or weakness. Similarly, Customer Service Representatives (CSRs) may not reveal the root causes of performance declines. They need support!

inContact analyzes the survey of over 500 CSRs, diagnoses the problems and offers "insider tips" from CSRs for customer service improvement. You will also see a live product demo of how inContact can help you apply these "insider tips" to improve customer experience and CSR engagement.

Firehose or Firepower? Applying Contact Center Analytics for Business Transformation

Today’s contact center leaders increasingly rely on data to inform their decisions. Join Forrester’s Ian Jacobs as he explores how today’s market leaders are using analytics to drive deep, meaningful change across their organizations. During this one-hour webinar, he will share insights and ideas to help you transform your business and …

• Achieve executive goal alignment and analytics-driven decision making
• Operationalize the use of analytics throughout the organization to drive business outcomes
• Establish a solid analytics foundation for the contact center

inContact Analytics experts will also present key ways today’s contact center leaders are using analytics to turn insights into action.

Omnichannel Support and WFO: Powering Countless Customer Experience Possibilities

Contact center agents need access to customer interaction data and other insights to deliver relevant and personalized care.

This interactive webcast features Nancy Jamison, Principal Analyst, Frost & Sullivan; and Jan van Dalen, Director of Information Technology, Hoveround Corporation. Attendees will learn how: 

• To achieve an integrated view of customers for intelligent and flawless service
• To deliver truly personalized experiences using the sophisticated analytics within workforce optimization (WFO) tools

Hoveround, a provider of power wheelchairs and scooters, boosted call answer rates by 40 percent and achieved striking productivity and ROI gains

Transforming Customer Experience with the Cloud

Customer experience is the new competitive battleground. Always-on customers have more voice and more choice than ever before. Achieving your contact center’s unique customer experience goals requires investment into tools and processes the modern customers of today demand.  Transform Customer Experience with the Cloud by:

• Enabling customers to connect any way they want
• Providing the self-service alternatives customers are demanding
• Bringing agent monitoring and training into an omnichannel world
• Creating a framework for future Internet of Things-driven customer engagement

Join this webinar and see how it’s never been easier to amaze customers, empower agents, and achieve your customer experience goals.

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