The annual inContact User Conference (ICUC) is a chance for customers to mingle, network, and learn best practices from their peers and industry experts. ICUC 2012 was a major success with a 40 percent increase in attendance and more customer-led breakout sessions than ever before.
Centered on the changing landscape of customer service, ICUC took a thought leadership approach to tackling contact center issues. Thanks to innovative technology and users who constantly push the boundaries to improve the way contact centers handle both agents and customers, the customer experience continues to evolve into a more positive and efficient overall experience. Check out some highlights of the conference below.
Peer Lessons
One of the greatest values of the ICUC is the opportunity customers have to learn from each other, share challenges and success stories, and trade best practices. With evolving technology continuing to transform the contact center, we often learn as we go, and hearing from peers about their similar experiences helps everyone become smarter. Some highlights from the 2012 customer-led breakout sessions include:
Metrics are a major part of evaluation contact center success, and with more data available today, we’re able to get a clearer picture of performance than ever- if we know how to use the information. In customer-led session Metrics and Data in Your Contact Center, presented by Volunteers of America, DATACORE Marketing and KM2 Solutions, end users demonstrated how to tap into data collection and then leverage that data to move your organization forward.
Mobility and the opportunity to work from home has allowed agents and contact centers a new level of flexibility and savings, but managing offsite employees requires a different set of procedures. In Hiring, Managing and Retaining At-Home Agents, led by customers Frontline Call Centers, FamilySearch, AnswerX, and Recyclebank, the benefits of at home agents were examined. Attendees gained advice for hiring, managing, and retaining at-home agents.
Customer satisfaction is the name of the game, but do contact centers have everything they need to achieve the goal? In Delivering Outstanding Customer Service, presented by end users Quality Assurance, TD Jakes Ministries, and Payless Energy, tools and resources were examined and evaluated for effectiveness in engaging and retaining customers through customer service tactics.
Highlights from the Floor
Keynote Joseph Michelli, acclaimed author, business consultant, and former radio show host, brought his expertise to energize attendees and emphasize the importance of developing strong personal connections with customers to create loyalty.
Facility Tours gave attendees a behind the scenes peek at how NICE CXone develops its leading contact center solutions.
The Solutions Lounge tackled customer challenges in a relaxed Q&A setting, bringing together end users with the NICE CXone professional services and solutions management teams.
Mojo: Kicking off the first Customer Excellence Awards, NICE CXone recognized inaugural winners United Way Worldwide, Shaklee, Konica Minolta, Piedmont Natural Gas, Frontline Call Centers, HEB, KM2, Carsafe and DATACORE Marketing for excellence in the contact center.
Fun and Games
Attendees certainly had the opportunity to learn about the industry and best practices, but there were also plenty of opportunities to kick back, have a good time, and give back.
Outside of networking, conference attendees enjoyed time to form relationships with peers through events like a friendly Bowling competition and the Hollywood Gala, complete with cocktail reception, dinner, and after party. Customers also rolled up their sleeves to assemble and fill 1,500 backpacks for the “Pack a Backpack” charity, which benefits Big Brothers & Big Sisters of Utah.
From inspiring keynotes and peer advice to networking and mingling, ICUC 2012 was a success. If you weren’t able to attend this year, check out the highlight reel to take a peek at the fun. We hope to see you next year!
