Blog

As one of the many thousands of travelers across America, I am constantly deplaning, running to my next flight, landing again, and swiftly grabbing the next rental car in order to get to my hotel. Yet, I rarely get to experience the many warm sights of the airport "arrival" locale. This past week, I had just that...

I recently went to see one of our great customers who have been using NICE CXone for just about a year. Part of the discussion was about the feedback from their customers and how they are using the data. Let me set the stage: This company was already doing something right. They have a great product and great service. When...

At our annual ICUC user group event a few weeks back, there was some very spirited conversation about building the contact center of the future. What does this future look like, who staffs it, how is it measured and, most importantly, what steps do we need to take NOW to ensure the future-readiness of our contact...

"What are the best operational metrics to track with a WFM tool?" This is a question I am asked all of the time that is seemingly simple but actually requires a very complex answer. On the surface workforce management planning only requires three metrics: How many work items are performed When do the work items come in How long do they...

The annual inContact User Conference (ICUC) is a chance for customers to mingle, network, and learn best practices from their peers and industry experts. ICUC 2012 was a major success with a 40 percent increase in attendance and more customer-led breakout sessions than ever before. Centered on the changing landscape of customer service, ICUC took a thought leadership...

When it comes to workforce management, adherence is a tricky thing to deal with, that is for sure. For such a simple concept, there are so many theories and definitions surrounding what adherence actually is, how it should be calculated, and how it should be handled. Personally, when I am doing WFM consulting, I like...

The submissions are in and we need your vote! Three finalists have been selected to vie for the coveted title of the 2012 Coder Royale. For this annual contest, we seek input from the best-of-the-best in our developer community. They roll-up their sleeves, get creative, and help us extend the functionality of NICE CXone’s platform with their innovations....