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More and more, outsourcers (and others) are discovering the benefits of moving their technology to the cloud. The financial and business implications for BPOs are fantastic - in fact, one Yankee Group study estimated that cloud-based call centers can reduce the total cost of ownership by up to 45 percent. Other calculations suggest a hosted savings of...

I've focused my past few entries around the steps to creating a branded customer experience. I've already written about the first three: Evaluate your current customer experience First things first: make it predictable Step it up:...

I continue to be surprised by the large number of poorly designed IVR applications in the market. Customers blame the technology when the fault lies with the interface design –either the script for touch-tone applications or the voice user interface (VUI) for speech-enabled systems. In most cases, except when a very old IVR/speech-enabled system is used, the...

Have you ever bought a new car? Do you remember that desire you had to keep it new? You babied it, you kept it clean and new for as long as you could. You worked hard to avoid getting scratches or otherwise make it lose its "newness". Well, time moves on and pretty...

GeoLearning's Communication Liaison Leah Weber sharers her NICE CXone experience on location in Des Moines, IA....

You may have heard the exciting news that NICE CXone has recently expanded into Europe and Asia! As a North American-based provider of hosted contact center solutions with international customers, we knew we needed to expand our reach and footprint to be able to accommodate our US customers with foreign operations as well as help the many contact...

In 1986 a family movie called The Flight of the Navigator came out. It was about a boy named David and an intelligent alien space ship named Max. In a portion of the movie, David, now the ‘Navigator’, is giving flight instructions to Max on where to go. Upon receiving each instruction Max replies,...