Blog

It’s three weeks until ICUC and I’m looking forward to one of my favorite events: The Coder Royale. Each year we award a cash prize to the developer with the best solution to the challenge we lay down. Every year we are thrilled with the inventiveness and creativity applied to the power of the NICE CXone platform. We’d...

This is the second post in the customer service/contact center social media blog series. This post is intended to provide guidance in building a social media communications strategy for your organization and customer service or contact center. An important aspect of rolling out social media is deciding which channels to use. Below is a list of the...

There have been some recently who have said that a cloud-based contact center solution is not as customizable as a traditional premise-based solution. That’s somewhat like saying that a rock is more fluid than water. In thinking about this analogy, there are actually a lot of similarities between water and a cloud-based contact center versus...

When I was in high school, I worked for a couple of years at a music store. I remember one customer who came in looking for the Beatles White Album on CD. The customer joked about his purchase that day, as he was a long-time fan of the Beatles and already had the album. In fact, he...

This is the first in a three-part series on the changing needs and expectations for customer service. "Going social" is more than a way to share thoughts and ideas; it is a new way of communicating and interacting that is impacting and influencing all aspects of our lives. A majority of enterprises now accept that they need...

I had to laugh when I read this Twitter post from Greg Levin – "IVR: An electronic prison where companies house their least valuable customers." I can relate – I’m still getting therapy for a recent 12 minute incarceration in a cable provider’s IVR! I’ll bet you have had stinky experiences, too – unfortunately, they aren’t rare. Even so, a...

Let's face it: it’s tempting to manage your company’s knowledge using the traditional method, the method in which a small team of “trusted” individuals do it all themselves. But afterwards comes the realization that your knowledge articles are out of date, you’re missing known knowledge, knowledge is everywhere and you simply can’t keep up with changes quickly...