Blog

NICE CXone’s Education and Enablement Team provides training and on-site support to our customers. The Enablement Consultant’s primary responsibility is to ensure our customers are prepared for success through education and support during the scheduled launch of our products. During this time, we spend two to three days evaluating the customer's contact center environment, providing training to their...

I recently read an article about a study of the most dangerous neighborhoods in the country. The author was complaining about the source data and how it had been used to come to the conclusions that were offered and made this statement, "If you torture the numbers long enough, they will admit to anything." It made me...

On Wednesday, I hosted our 22nd NICE CXone Problem Solved roadshow in Louisville, Kentucky. Aside from the discussions of Kentucky basketball, bourbon and horse racing, we had some terrific presentations from customers Ray Valentine from KM2 and Mike Miller from Corrisoft. While their businesses are radically different - Ray's company provides outsourced contact center services and Mike's company...

Last week, I attended the RSA Security Conference in San Francisco. The RSA Security Conference was first held in 1991 and has become one of the largest gatherings of cryptographers and security experts in the nation. At this conference they discuss the latest trends in security and security threats. Tuesday morning, Arthur Coviello Executive Vice President, EMC Corporation...

Costs for attrition, losses from customer dissatisfaction, lagging "bottom of the barrel" sales, and poor procedural adherence; all of these vast revenue consuming elements can be dramatically reduced by the proper execution of one miracle business practice. This remarkable method is well-known in contact center environments and has been in practice since modern business processes were developed. However,...

I know I am two months late in getting in my end of 2011 recap blog, but it’s like they say . . . better late than never. 2011 was a busy, crazy, challenging and fun year around here. Constant change, learning new lessons daily and expanding into new territories – it was quite the year. What I...

Crossing the Chasm by Geoffrey A. Moore is an interesting marketing book on the study of how new technologies, in particular disruptive technologies or products, successfully make their way into a market. It discusses how to move a technology from the ‘Early Adopters’, those brave souls who are willing to take a risk with a...