Blog

I recently unexpectedly ripped up my kitchen floor. I didn't want to spend the money to have a professional come in and retile it. I had never tiled before, so I called a friend and talked to him. He had only done it only twice before, so he referred me to some websites where I watched videos,...

So which is it, a call center or a contact center? Aren’t they the same thing?Today you very often hear people refer to their center as a call center or a contact center and often interchange the two as if they are one and the same. I would argue that there is a very big difference between...

NICE CXone was a Platinum sponsor of the 2010 International Contact Center Conference & Expo (ICCE) put on by the Call Center Association of the Philippines (CCAP) and held in Manila, Philippines on September 28-29. The theme for our booth was, "Life is better in the cloud". Here's a good shot of our award-winning booth. Here's...

A few years ago, one cold winter morning on her way to work, with 10-12 inches of snow on the ground, a young lady who I worked with locked herself out of her car while it sat in the driveway of her home. Not only had she locked her car keys in the car, but she had...

You have probably heard this acronym before: "Keep It Simple, Stupid!" Simplicity has been a key tenant in the product design world for a long time. Strike the right balance of features and simplicity of use and your product will soar. As a Product Manager, I try to live this in everything I...

"Let’s not re-invent the wheel" is a sound suggestion, right? The message being: don’t mess with it if it works. I think the phrase is misused in that people think that there’s no room for improvement on the wheel. I would like to take the time to whole-heartedly disagree. Let’s take a journey in our imaginations...

Today winds down the end of Customer Service Week - a favorite time of year for people in my line of work. But I was thinking, should it only be Customer Service Week??? How about we initiate Customer Service Week EVERY Week!!! I think it is great that Customer Service organizations get their own week to celebrate and...