Blog

A group of NICE CXone employees recently returned from the Microsoft Dynamics Convergence 2011 conference in Atlanta, Georgia where we were sponsors and exhibitors. The show, with more than 8,500 attendees, was an incredible opportunity for us to rub shoulders with Microsoft employees, customers and partners in the Dynamics community. And a particularly satisfying aspect of the show...

When used properly, an IVR can be one of the greatest assets you can have in your customer experience portfolio, but used improperly, it can be one of the greatest irritants to your customers. NICE CXone Executive V.P. of Product & Strategy Jim Tanner has more....

How many of you participate in your company’s flexible spending account (FSA) plans? This is one of those benefits that allows you to put a select amount of tax deductible money into an account each pay check and use that money for medical expenses. The catch is that any unused money at the end of...

Next Stop: Washington D.C. The Problem Solved Road Show takes the Capitol City and has a presenter line-up that is sure to please!First up will be CustomInk’s Kate Rowinski. According to Kate, their company is not only customer-centric, but customer-obsessed. That’s probably why they have grown at an incredible rate and have an NPS score that...

Most people don't really like it when they need to seek customer support help. I'm different. I love customer support interactions because it helps me, as the leader of the Global Service Delivery team at NICE CXone, to shape our customer support strategies and best practices. I recently needed some information on my health insurance. It was late...

This will be a short posting, just long enough to alert you about recent events that could impact your business. Back in August of 2010, I wrote about the Truth in Caller ID Act of 2010. At the time, it had been passed by the House but not yet signed into law. Well as of December 23,...

Customer trust is a must in today’s hyper-competitive, ultra-connected business environment and companies that lack trust will quickly lose customers to the competition. Additionally customers have more power than ever before to voice expectations and opinions through their social networks and online communities. The question is—how do companies take their customer experience to the next level to build...