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Interactions FranceDecember 8 | Paris, France
Webinar: Integrate audio devices with contact center software for striking insight and reportingThursday, December 3 | 11:00 a.m. Eastern (3:00 p.m. GMT)
Weekly Live Web Demonstration - Contact Center SolutionsEvery Wednesday at 11:00 a.m. Eastern (3:00 p.m. GMT)
Weekly Live Web Demonstration - PureCloud EngageEvery Tuesday & Thursday at 11:00 a.m. Eastern (3:00 p.m. GMT)
ARM Industry Pressures: A Frank Conversation with Industry Experts on Challenges and Best PracticesIt goes without saying that there are mounting industry pressures on those in the Accounts Receivable Management industry. And the increasing regulatory requirements come at a price to the business.
Collections Analytics: Stories about Data Segmentation, Treatment and SchedulingMost collections shops are data intensive operations, and using modeling and analytics can greatly improve collections performance. But it is also easy to make analytic mistakes.
Conducting an Internal Audit: Collection Agency and Debt Buyer EditionUnder CFPB supervision and oversight, collection agencies are now mandated to conduct internal audits of policies and procedures to ensure regulatory compliance.
Are Spreadsheets Consuming Your Planning Process?Ventana Research found that when it comes to contact center planning, reporting, and analysis 75% of efforts are wasted. The culprits? Rekeying and manual data aggregation that come from trying to manage those critical processes with spreadsheets.
Big Data Big Promise: Bringing New Insight into Contact Center OperationsUnderstand what big data is and what it means for your contact center. We'll talk you through how contact centers are using big data and give you ideas for how you can start using it to enrich your own customer experience
Cloud Contact Center Deployment Models: One Size Does Not Fit AllToday’s cloud contact center offerings are built on varied underlying architectures that address each of the above areas differently.
Contact Center Collections AnalyticsMost collections shops are data intensive operations, and using modeling and analytics can greatly improve collections performance. But it is also easy to make analytic mistakes.
Ensuring Consistent Omnichannel Performance with Workforce OptimizationCustomers increasingly want to interact with your business on their terms. If your organization is like many today, you are responding by adding more contact channels and expanding self-service options.
Hitting Revenue and Cost Targets with WFOWhether you run a sales or a service only operation, for all companies managing the bottom line is a top operational priority. As organizations grow and complexity increases, hitting your targets becomes increasingly difficult.
How Federal Agencies are Improving the Customer Service ExperienceFederal government agencies are increasingly leveraging big data to inform decisions, improve services and applications for citizens and businesses, and better measure outcomes of policies and initiatives.
How Moving Your Contact Center to the Cloud Increases Business AgilityCompanies don't reach the top by doing what they've always done. To gain a competitive advantage, businesses must be able to adapt. Evolving strategic priorities, seasonality, and changing customer expectations impact contact center performance.
How To Optimize Multichannel SupportSmart customer service organizations know they must balance the needs of the customer with the needs of the employee and the organization.
Six Top Challenges of Deploying a Multichannel Contact Center and How To Beat ThemToday’s customers expect to contact you whenever and however they want. But meeting those expectations isn't easy. Technology, training, choosing which channels to offer and customer adoption are just a few of the multichannel challenges.
Six Undeniable Reasons Why Utilities Must Think Digital for Customer EngagementCustomer engagement in the utilities industry is undergoing radical change. The ongoing introduction of new digital engagement channels is shifting customer preferences at a rapid pace. For utilities that don’t keep up, customer satisfaction is at risk.
Tips and Tricks for Successful Contact Center Forecasting and PlanningAbstract: In this third of our three-part webinar series, get useful tips and tricks for forecasting and planning that help you determine staffing requirements and avoid day-of issues. These same tips and tricks even apply to hiring plans over time.
Workforce Management Contact Center MetricsIt is often said that “you get what you incent”. Contact centers are metric-heavy operations, using a variety of measurements to track and assess service, efficiency, agent busy-ness and customer satisfaction.
Integrated Communications and Collaboration: The Key to Insurance Omnichannel SuccessIn fact, the voyages that your customers take to buy and service their insurance needs are often complex and fraught with missed chances to speed up the sale or service the customer efficiently. What’s missing?
Voice of the Customer & Customer Satisfaction in Collections Voice of the Customer (VOC) is a term that describes a customer's feedback about their experiences with and expectations of a company's products and services. Join this panel discussion about VOC and customer satisfaction during collections efforts.
Forecasting Everything Important for Contact Centers: Volumes, Agent Shrinkage, AHT, and Now, Customer Experience To develop a solid contact center plan, it is important to forecast several different metrics well. Learn how in this recorded webinar.
A dynamic discussion, featuring the latest Australian market research from IDC, to understand the forces behind the digital transformation journey and gain insights into specific actions that can be taken to deliver value at the velocity of business.
Post Call surveys are one of the most powerful mechanisms to capture what our customers are saying about the organisation and what they really think about the service they are receiving.
The contact centre is at the heart of numerous government departments, and as customer expectations change rapidly, so does the need to change service delivery models.
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