It’s interesting to see how IT personnel react to Cloud solutions like inContact. Some folks embrace it with open arms and others sit on the sideline with arms folded, considering how they can foil the business' attempt to migrate to the “Cloud”. Of course there are a lot of people in between.
Recently I was at a new customer site for an 8am cut over to inContact. At 7:30am I walked into the center and was greeted by a young guy who said “Hi, I’m from IT and am here to support you today.” I think the inContact logo on my shirt gave me away, but I wonder if the look of total and complete surprise and excitement on my face, might have thrown him off. He said he’d be stationed in the conference room across the hall and that I should let him know if we need his help. WOW! Of course, I took the opportunity to educate him on our agent interface that the reps would be using, and our soft phone. He was intrigued, and while we never needed him, we sure were excited to have his support.
They say you never get a second chance to make a first impression, and I find that it’s often the little things that make a first impression really memorable. We have a proven methodology for the implementation process with new customers, and it’s my good fortune to be a part of that process and see the small things that make a huge impression on our customers.
Recently I had the good fortune of being on-site for the project kick-off call with a new customer and the implementation team. After the call, as we were wrapping up, the CIO says to me, ”I was on a healthcare website today looking for a phone number to get a question answered about an insurance issue when up pops a ‘Want to Chat NOW?’” box. He noticed that the chat window said, “Powered by inContact” and said “YES!” He said the agent quickly resolved his issue and before wrapping up the chat he asked, “on a totally unrelated topic, how do you like the inContact system?” He said the response was instantaneous, “we love it; it is awesome!” This customer CIO was grinning. It was such a great way to begin a partnership with a reference from a complete stranger who happens to be a user!
We’ve all been there, those waning moments before a presentation or a meeting where you have to cram, create, or calculate some last minute bits of information. The following is my recollection of one such situation that provided me with an “aha” or “light-bulb” moment that gave me complete satisfaction from my job. A job in which I help contact centers better serve their customers and be completely relevant to their business.