July 7, 2015 Earlier this month, I read the book The Effortless Experience, by Matthew Dixon and Nick Toman. The authors compiled some fantastic, real world research that challenged conventional thinking when it comes to the customer experience and customer service. The book provides data challenging traditional customer service and its effect on customer spending, loyalty, and recommendations. The […]
Category: Contact and Call Center
Articles about contact and call center solutions, customer experience, customer service, security, strategy, trends, and more. Explore contact and call center technologies with Mindsight.
The Millennials Are Coming – Is Your Contact Center Ready?Read
June 30, 2015 If you read about customer service or marketing, you already know that the millennial generation is here, and they have power. In Micah Solomon’s recent column, 5 Secrets of Selling and Serving 80 Million Millennial Customers, he stated, “The millennial generation of customers is about to take your business by storm […]
Prevent Fraud in the Contact CenterRead
June 23, 2015 I called my bank yesterday to complete a wire transfer. After answering a couple of basic questions about my account and personal information, I was able to instantly transfer a considerable amount of money from my savings account to my retirement account. Answers to my security questions could easily be mined […]
Will Twilio Disrupt Traditional Contact Center Vendors?Read
Many have speculated that Twilio will greatly disrupt the contact center industry and traditional vendors. Learn more about the reason behind this idea.
Contact Center Gamification – It’s Your TurnRead
Gamification can improve morale and job satisfaction in your contact center. It’s your turn to take advantage of it.
10 New Features in CIC 2015 R2Read
May 13, 2015 Interactive Intelligence announced their new service release (2015 R2) in early March. With the new service release model, Interactive is including new features and bug fixes. With all these new features and product releases, many customers want to know one thing: whether or not they are beneficial to their environments. CIC […]
Mindsight Wins Midwest Region Partner Of The Year For 2nd YearRead
May 11, 2015 Mindsight Selected as Midwest Region Partner of the Year Award Winner for the Second Year in a Row at Cisco Partner Summit 2015 Mindsight is proud to announce that Cisco has named us as a Midwest Region Partner of the Year for the second year in a row. Cisco unveiled all […]
5 Contact Center Trends that Demand Your AttentionRead
April 2, 2015 Much like contact center managers who are looking to set their budgets, consultants are often asked about what is new, where training dollars should be spent, and what areas of technology should be evaluated. Daniela, a blogger for Fonolo, recently posted a useful blog entitled 10 Important Contact Center Statistics for […]
Email Queuing Comes to Finesse in UCCX 10.6Read
March 16, 2015 We recently talked about what was new in UCCX and whether or not the upgrades are worth it. One of the biggest features in UCCX 10.6 is the ability for agents using the Finesse Agent Desktop to handle routed emails using the new email gadget. This feature, alone, may be enough […]
How to Integrate Cisco Call Manager with CICRead
Cisco and the CIC contact center platform can work together to make both better. Learn how to integrate Cisco call manager with CIC in this blog.