inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
February 25, 2013
By Tracey E. Schelmetic
, TMCnet Contributor
What’s in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
There are usually three types of contact centers when it comes to technology: leaders, followers and stragglers. Leaders are the companies that keep that eye out for the newest and best in contact center and telephony solutions and quickly grasp how these changes will benefit their business. Followers often wait until a technology becomes established before they take the plunge, and stragglers are easy to spot: think of the companies still using CRM solutions cobbled together 10 years ago, or an interactive voice response (IVR) solution that was designed during the Carter administration.
Leading call centers focus on not only what is possible today, but what will become possible in the near future. For this reason, it’s important to gather occasionally and hear the opinions of technology futurists and solutions and services providers who are on the cutting edge of call center technology today.
To this end, cloud-based contact center solutions provider inContact has unveiled the dates for its annual Users’ Conference (called “ICUC”). The event will be held at the Westin Lake Las Vegas Resort and Spa from October 8 to 10, 2013. The primary theme will be, “Building Tomorrow’s Contact Center. Today.”
The goal of the event will be to seek solutions for some of the toughest contact center challenges and focus on strategic planning for the future. Content will seek to answer difficult questions, including:
- How do I balance the cost and quality of service interactions?
- What is the best way to align organizational business goals to overall contact center performance?
- How can my IT team add value to the business with state-of-the-art technology and applications without going over budget?
- What methods are other teams using to meet service level agreements and increase customer satisfaction?
- How can I integrate new customer interaction channels like social media and chat into our processes?
While not every call center can be expected to sit on the forefront of contact center technology, it’s also important not to be left behind (as many call centers are today, floundering while trying to integrate social media and mobile apps into existing contact channels).
For more information or to register, click here.
Edited by Amanda Ciccatelli