Blog

Happy Halloween! This is such a fun time of year when our company takes a few hours to celebrate and enjoy the holiday with our colleagues and families. Every department gets into the holiday spirit by decorating their real estate in the office (with a prize to the winner) and dressing up (again, prizes galore). Then we...

I’m a wife, a mother of three children and two black Labrador dogs, a grandmother of one and a half grandchildren, and I manage knowledge at NICE CXone as my career. Often I find myself trying to find a balance between work and home life. I have information everywhere, but none of it is in one...

Is your contact center still relying on the single channel approach? If so, are you aware that multi-channel retail customers spend 2-4 times more than single channel customers? Or that 68% of shoppers use multiple channels when dealing with retail stores? These facts are simply a few of the numerous testaments to the power...

If you have worked in call centers for some time, you have seen Workforce Optimization morph quite drastically over the past decade or so. What began as a couple of systems now composes more than eight distinct functions ranging from workforce management to QM to eLearning. In the rush to build these capabilities, well over...

This year at ICUC, NICE CXone was proud to host the Second Annual Coder Royale competition. The Coder Royale is an opportunity to show how incredibly versatile our platform can be, but more importantly, it is an opportunity for NICE CXone to see the talents of our customers. This year’s challenge was: Use our platform and any...

Once upon a very long time ago, I was a call center agent. I worked in the customer service / delivery department of a local furniture chain. After three years of handling customer calls that ranged from people calling for their delivery time, to complaining of a tear on a 15-year-old couch, to returning recently delivered items,...

I read an article in the Wall Street Journal recently titled "Retailers' Holiday Hinges on Discounts". With today's economy, maintaining sales volume often comes at the cost of steep discounts that eat into the bottom line of the retailer and even the manufacturer of the products they sell. Unfortunately, this is unavoidable for many, but...