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I have to confess that I'm a bit biased toward Wednesday being one of the best days of ICUC. I mean, come on - Wednesday featured The New (and certainly improved) Early Morning Show... featuring Mariann McDonagh and Heather Hurst as the hosts. (Yes, I hosted - that explains my bias...)We had such a blast taking the...

The second day of ICUC was absolutely fantastic! We kicked off the day with a great keynote from Paul Jarman, followed by a very insightful keynote presentation by Dr. Martha Rogers of the Peppers & Rogers Group followed by a great day of breakout sessions. Paul Jarman Opens ICUC With Trends and Vision NICE CXone CEO Paul Jarman briefed...

ICUC this year is all about power - enabling power in your call center and the power to put your customers first. And we're having a lot of fun already. We kicked things off yesterday with free training in Workforce Management and Studio Development from beginner to advanced for our customers and partners. The sessions were completely...

This is the third in a series of blog posts focused on creating a customer service social media strategy. The first entry talked about the social media customer service experiment. The second post in the series provided detailed guidance on building a social media communications strategy for your organization and customer service or contact center. This post...

In my last post, I taught you a new way to think about ‘twinkling stars’. This time, I want to talk about a new kind of star - the CSA S.T.A.R. or Cloud Security Alliance Security Trust & Assurance Registry. First, a short introduction to the Cloud Security Alliance or CSA. CSA was founded in December 2008...

I was working in our veggie garden recently. I never really got into gardening until I started raising food...then I got excited. You mean I put in some work and get food? Rock on! I’ve been hooked ever since. Recently when I was doing some weeding it hit me – IVRs are like gardens. Like gardens, IVRs need...

I just went camping with a group of friends for the weekend in the Unita National Forest, which is a beautiful mountain range east of Salt Lake City. On Saturday a few of us went on a hike to Heart Lake. This hike started on the top of a ridge and went down a steep hill and circled...