Blog

As we approach the time of year when most of America and American retail is looking forward to the holidays, I got to thinking about how our NICE CXone customers are gearing up for the holiday season. In some cases, they are looking forward to an increase in call volume that will require more agents. In...

In my last blog post, I introduced four steps to creating a branded customer experience. This post walks you through the first step: evaluating your current customer experience. First take a long, hard look at the current landscape through which your customers now travel. This exercise will help you understand more about your company and your customers,...

Social media is gathering steam and a rapidly growing new channel for contact centers. Gartner states that "By 2013, at least 35% of customer service centers will integrate some form of community/social capabilities as a part of the contact center solution." (Gartner, Magic Quadrant for CRM Customer Service Contact Centers, 9 April 2010)When you think about...

Way back in the good old days, engineering was about making things. You studied physics, chemistry, biology and electronics. That’s when engineering was engineering! Not so anymore! Say hello to the world of Social Engineering! Social Engineering is the process involved in getting people to release confidential information or perform some action that compromises a company’s security....

Last week I accompanied my daughter to the DMV to get her a learner’s Driving Permit. As much as I would like to talk about the implications of having my daughter driving around, what I want to share with you is the service that I observed while waiting for my daughter to complete the knowledge test....

Building an interactive voice response (IVR) application, even a touch-tone one, is a combination of art and science. It requires deep knowledge of your specific products/services, vertical, and how customers describe and discuss your company and its products. Additionally, it’s important to have a good understanding of the types of activities your customers are willing to do...

Close your eyes for a moment and imagine that you are traveling far away from your desk. Your to-do list is complete, your projects are current and your calendar is clear for the week. You're on your way to the exclusive Avocado Spa in Arizona. Yesterday you packed your suitcase using the suggested packing list the Avocado Spa...