Blog

There are only a couple weeks until ICUC and...wow...are we busy here at NICE CXone Marketing! From selecting menus to creating breakout sessions to planning product announcements, our team has a wonderful experience planned for you. It is great to see so many customers have already registered but we want to make sure that YOU are part of...

I would like to say thank you to our customers who are supporting our education webinar series. In our most recent event, we premiered our inCloud product offering, Percent Allocation Routing. Participants learned how this application makes allocating call volume easy. Our next event is scheduled for September 27th at 10:00 am MDT. We will be covering Administration...

How many of you look at your teams performance and realize it has to improve? You immediately start taking action and telling your team, they must hit 90% Customer Satisfaction by end of week, or need to reduct AHT by 30 seconds by end of month. How effective has this approach been? Some of the Supervisors immediately...

Any premise based contact center manager KNOWS the challenges associated with managing their own IVR. Having to have a resource in IT do the work for you means that you’re on their timeframe, not your own. This means that what are seemingly simple changes could take weeks or longer. In a previous contact center job, I made a...

Having great processes in place are not the only place to begin to have great results in your contact center. You have to have the proper recruiting and training staff to ensure your employees hit the gates running. Often you see job postings that are very generic, such as "GED or High School Diploma" and "must have prior...

Dispositions – agents hate them, managers love them, but it’s the rare contact center professional who actually uses them intelligently. For too many contact centers, dispositions are just another check box, and another report to glance at on your weekly staff meeting. However, the contact center manager who does a good job of not only ensuring quality,...

I never realized how much I loved my name until I came to the Philippines. Don’t get me wrong; the Filipinos are very polite but after about three days, I remember thinking to myself, and probably commenting to my family and friends, ‘If I hear the word, Ma’am again, I will scream!’ Those calling me...