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It is early January, on a hill top in the Utah west desert. Snow is falling, there is a light breeze and the temperature is about 5 degree F. I am camping with my son. We are both wearing wool socks, insulated boots, insulated pants, fleece thermals, heavy coats, gloves, hats. Inside our...

It’s official: in 2011 it is now okay to put your "head in the cloud." This advice may be totally against what our teachers taught us since grade school, but trust me, it's for the best. There is a twist however -- I'm not referring to daydreaming. I'm talking about the rising popularity of cloud computing...

Making the World, a smaller place.Technology, and I think, most notably, telecommunications technology has made the world a smaller place. Fiber optics cables now connect the far places of the world together, providing reliable high capacity channels able to transmit tremendous amounts of voice and data traffic virtually any where at a very...

I am proud to admit that I have been developing software for nearly 15 years. I was geek before being a geek was cool (and being a geek made you very rich, but I am still working on that one). All but a few of my dev years have been spent working directly with contact centers. It...

As a workforce manager, are you still caught off guard by an influx of calls? In the past, it wasn’t unusual for callers to dial into a company and hear the automated message, “Due to unusually high call volume, our wait time is greater than expected.” Struggling with this issue? It’s time to invest in a new...

As we kick off the new year, we do it with a new inContact.com! We've just unveiled a new design featuring much more rich content, all designed to help educate and inform about NICE CXone, our products and how we've delivered results for our customers. We have so much more great information on the site, including: Customer case studies...

Editor’s Note: As we wrap up 2010, I wanted to share some of our favorite blog posts from the past year. We’ll be back with new content on January 4. This year our blog was fortunate enough to have our very own CMO Mariann McDonagh contribute a five-part series on the topic of creating a branded customer...