Blog

November 7 and 8th, 2012, Orlando Florida was again the host for the 2012 Cloud Security Alliance Congress. The Cloud Security Alliance or CSA is a not for profit organization that seeks to promote best security practices to provide assurance for the Cloud. The CSA has been organized for a few years now and continues to...

The customer experience tools we have at our disposal today are no doubt impressive. We continue to push boundaries to create advanced capabilities and work to stay on the cutting edge of the trends our customers care about. But at the end of the day, a successful contact center begins with the basics, and attention to the...

Hiring quality customer service reps (or anyone, really) is a challenge. Customer service is a difficult job to excel at; and the difficulty of hiring for it is compounded by the fact that it’s generally a low paying position that’s not very appealing to many. Additionally, contact centers usually have a very high attrition rate, which means...

Over the past few months, our Education Complimentary Webinars have been a great success! As 2012 comes to a close, some of you may be preparing for seasonal workload when call volumes change constantly. The odds of success in trying to guess how many seats you'll need to keep customers happy and still keep costs down are...

Are you looking for some expert advice to complement your contact center? Couldn’t make it to ICUC 2012? Look no further. From now until the end of the year, stay tuned to our new blog series, Industry Insights. In this six post series, best practices from your world and ours will be featured on the NICE CXone Blog....

Traveling for work can be a nightmare, especially when you don’t carry a Platinum, Diamond, or King/Queen of the Universe status with your preferred hotels and airlines like me. I just reached peasant level with my hotel and airline. However, I have experienced a heightened base level of service with one company that has kept me using...

"It’s key that your service is something that’s exceptional, and extraordinary, and brands you." – Mariann McDonagh, NICE CMO In today’s changing customer landscape, your products may be becoming rapidly commoditized while many traditional means of providing service to your customers are less and less relevant. Customers expect more from you than just an 800 number; they want...