Blog

The concept of at-home agents continues to drive attention in the contact center market, to the point where we no longer need to be sold on the validity of the model. The trick now is figuring out how to build an at-home program. I recently sat down with Michele Rowan, CEO of Customer Contact Strategies, to hear...

Looking for a successfully strategic way to produce happy customers and happy management while lowering costs? If so, you may want to follow Extra Space Storage's lead -- they integrated Salesforce.com with NICE CXone, their call handling platform, and achieved the following results: nearly doubled storage unit reservation rates from phone calls helped personalize the customer calling experience enabled data...

NICE has many customers in the health care industry and the health care industry has many applications for contact centers. Consequently, I often get questions about HIPAA compliance andNICE.HIPAA stands for the Health Insurance Portability & Accountability Act of 1996. It is designed to protect the privacy rights of individuals with regard to their confidential medical...

There has been a lot of chatter around SMS text messages in the call center, but are we going to use SMS as the media to resolve service and support issues? I don’t think this will become mainstream. But there are two bullseye cases where short messages in the contact center make perfect sense: The first is...

eLearning in theory is an incredible tool for businesses and especially the call center. But as you know, tools are only as useful as you make them. We’ve spoken to customers and prospects and come up with 6 keys to successful adoption of eLearning and Coaching in the call center. 1. Introduce it...

In part 1 and part 2 of this three part series, we discussed common objections to deploying an at-home workforce and some benefits to having such a workforce either as a supplement to or substitution for a brick-and-mortar workforce. Now for the ‘what’s next’... If you are saying to yourself, "I’m sold, now how do I get...

I like free stuff. And I like to give my two cents on service experience. (And I have a feeling I'm not the only one.) Put the two together, and you have the overriding reason why so many restaurants and retailers are doing post-purchase surveys on their receipts. The concept is simple - within a short time...