Blog

So if "customer experience" is defined as the sum total of all the interactions that a customer has with the organization, how do you go about measuring it? As a customer you have an emotional gauge that reflects your sentiment toward a product / service (and toward the organization behind it), but it's difficult to put...

In my first blog of this series, I told you about the hot new term PaaS. I think it’s human nature to want to label things as "new". In fact, we call things "new and improved" all the time, but I still don’t understand how something can be new AND improved. It just doesn’t...

I was recently at a customer site when they went live and had the opportunity to sit down one-on-one with their seasoned agents and train them on their new cloud-based contact center software. What stuck with me most was that these agents wanted to know more than just how to handle their calls and emails coming in; they...

We’re pleased to announce that Dr. Martha Rogers will deliver the keynote at our inContact User Conference, ICUC 2011: The Power to Put Your Customer First. Martha Rogers is one of the few true visionaries in business today. She and her partner, Don Peppers, invented the one-to-one concept, and with the publication of their first book, the...

At NICE, we know that we’re early adopters and pioneers of SaaS technology. My blood runs NICE CXone orange, so when I hear that there’s a new "hot" acronym out there in my world, I have to investigate and share. The latest term? Here’s a hint: It has nothing to do with Easter egg dye,...

As our family here at NICE grows, we are constantly adding skilled, experienced people from the call center industry. One such recent addition is Brian Silverman, who has a long history of success in the market. He is our new VP of Sales covering APAC and Latin America. We sat down to talk with him about his...

Oh sure, the phrase "log file" sounds innocent, but those are probably two of the most significant and under appreciated pair of words in technology lexicon. Logs are valuable and useful for: Troubleshooting and debugging Security event detection...