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Smarter Service for the Connected Consumer [Report]

Delivering Customer Experience Excellence in the Contact Center

In this ICMI Consumer Research study, we explore the disconnect between consumer expectations and the customer experience that contact centers are delivering. Download the report today and get the complimentary Infographic and White Paper as well!

This report contains key findings like:

  • 80% say companies put more effort into selling than customer service
  • 53% would prefer to use online chat before calling a company on the phone
  • 69% are willing to pay more for a product with a good customer service reputation

Get All 3 Assets!


Get the results of a best practices survey of over 500+ contact center industry executives.


Learn about consumer trends and how they prefer to interact with businesses and organizations in 2015.


Understand the growing gap between consumer preferences and contact center processes.

InContact Customer Spotlight

New Balance

We needed one solution that was going to be able to integrate our WFO, phone system, and CRM in one place. We chose inContact because they provided a one-stop shop for all of our solutions."

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Get the latest findings from ICMI. Get the Report