Interactive Intelligence (ININ)

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Confessions of a Contact Center Agent
Monday March 10, 9:00 am ET
Interactive Intelligence `Outrageous Interactions' contest invites contact center agents to speak out

INDIANAPOLIS--(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.

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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 - News) 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.