Confessions of a Contact Center Agent
March 10 2008 - 9:00AM
Business Wire
Most people agree it�s a great thing that tools like blogs and
social networks have amplified the voice of the customer to help
root out bad customer service. But what about bad customers? What
about customers who reveal their darkest secrets, ask the most
embarrassing questions, and make the most outrageous demands? �I
think most people would be pretty shocked by what contact center
agents go through as part of their �normal� workday,� said
VEGAS.com's director of customer contact, Rob Cate. �For instance,
almost daily one of our agents will be asked to attend shows with
callers, all-expenses paid, who then e-mail pictures that make even
our most liberal agents blush. And I�ve heard equally startling
stories from peers, like the guy who made a marriage proposal to an
agent after a two-minute support call, or the lady who asked if she
needed a computer to obtain high-speed Internet access.� To honor
the voice of the agent and inject a little humor into what is
sometimes a very stressful job, Interactive Intelligence (Nasdaq:
ININ) is launching a contest inviting contact center agents to
submit their most outrageous customer interaction stories. The more
bizarre, wacky, preposterous, outlandish, unreasonable, or
over-the-top, the better. To provide a break from the madness, the
Interactive Intelligence �Outrageous Interactions� contest winner
will receive a trip for two to Hawaii. Participants submitting
entry referrals are eligible for cash prizes. The contest is open
to contact center agents and contact center managers worldwide.
Stories must be written in English, limited to 500 words or less,
and can be based on customer interactions by phone, e-mail, letter,
or Web chat. The winning entry will be selected by a panel of
industry experts, including Dr. Donald E. Brown, president and CEO
of Interactive Intelligence; Ginger Conlon, editor-in-chief of 1to1
Media; Blair Pleasant, president and principal analyst of
COMMfusion LLC; Art Rosenberg, principal analyst and syndicated
columnist of The Unified-View; Rich Tehrani, president and
publisher of TMC; and others. The deadline for entries is Aug. 31,
2008. Interactive Intelligence plans to announce the winning entry
Sept. 30, 2008. To submit an entry, or learn more about the
contest, visit
http://www.outrageousinteractions.com/page/page/5375660.htm. About
Interactive Intelligence Interactive Intelligence Inc. (Nasdaq:
ININ) is a global provider of unified IP business communications
solutions for contact center automation, enterprise telephony, and
enterprise messaging. The company was founded in 1994 and has more
than 3,000 customers worldwide. Interactive Intelligence is among
the top 500 global software and services suppliers, and is ranked
among the top 200 North American networking vendors. The company
employs approximately 600 people and is headquartered in
Indianapolis, Indiana. It has six global corporate offices, with
additional sales offices throughout North America, Europe and Asia
Pacific. Interactive Intelligence can be reached at +1 317.872.3000
or info@inin.com; on the Net: http://www.inin.com. This release
contains certain forward-looking statements that involve a number
of risks and uncertainties. Factors that could cause actual results
to differ materially are described in the company's SEC filings.
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All
other trademarks mentioned in this document are the property of
their respective owners.
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