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Contact centers are proving to be a bright spot in the otherwise dismal economy in Ireland. It appears, as well, that the contact center star will continue to shine even brighter for that country in the coming years.
Imagine walking into a doctor's office and saying, "Doctor, I feel terrible." When the doctor asks you what, specifically, is wrong, you just repeat "I don't know. I feel terrible," leaving the doctor to wonder whether you feel pain in your foot, pressure in your sinuses of one of several thousand symptoms in between.
The Interactive Intelligence Foundation is hosting its first dinner and auction gala to raise funds for charities that help improve the lives of at-risk youth on Saturday, Sept. 24 at 6:30 p.m. at the JW Marriott Hotel in Indianapolis.
Maybe you think Google doesn't care much about customer care as a result of a past experience trying to get support from the company, but AdWords advertisers are learning the opposite is true.
Share 0digg The primary focus within your contact center should be to optimize the total customer experience. At the same time, you still have to balance the competing goals of controlling cost and managing risk or adhering to compliance within the industry. This complicated dance is simplified when you take control of the agent desktop.
Cloud-based contact center solutions provider InContact recently concluded its sixth-annual inContact User Conference (ICUC) after four days of learning, networking and training the company says were designed to improve the overall contact center experience. More than 300 people attended the event, including inContact customers and partners plus industry experts, and learned about the opportunities that cloud computing is now creating in the contact center space via on-demand delivery and broadened feature sets.
As cloud-based call center platforms proliferate, they are beginning to open up a whole new world of features to small and medium-sized contact centers - or an organization with multiple distributed contact centers - that were once out of reach: either because the solutions weren't built to scale down or across multiple locations, they were too expensive, or they only came bundled with a lot of other features smaller contact center didn't need.
Joe Staples, Chief Marketing Officer at Interactive Intelligence, takes a few minutes to discuss current market conditions, as well as how the introduction of the cloud and social media have impacted the business environment, and more specifically how Interactive Intelligence is addressing these changes through investment and expansion. | 
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