Blog

Calling all NICE CXone developers! Get ready for the annual Coder Royal competition at ICUC. At stake is a trophy, crown, cash prize and the envy of all your friends. Tim Harris shares the details....

Summertime is when families across America take advantage of the nice weather and go on vacation. My family and I have had a terrific summer and vacationed plenty. When we stopped through some of the historical sites and museums I noticed an interesting use of self-service IVRs, the telephone tour guide. What is a telephone tour...

WHAT!? No, you didn't read that wrong. This is the premise behind an article in the July/August issue of Harvard Business Review. The authors of this article argue that exceeding customer expectations has minimal impact on the customer's loyalty; instead, the true driver of loyalty is the effort it takes on the part of...

When trying to win over your customers, have far should you go? Every business wants to deliver an experience that keeps the best customers coming back time and time again. Some companies have chosen to incorporate premium customer service into their business strategy as a key differentiator (think Nordstrom, Zappos, and Ritz-Carlton), and "legendary" customer service typically...

As more companies transition from a brick-and-mortar workforce to an at-home model, they are quickly realizing the transition does not come without challenges. Key components of this business transition that are often overlooked are the need to re-establish processes for coaching and development. This business transition requires structured change to support the needs of the new remote...

I often hear the question, “Which is better, a VoIP hard phone or softphone”?If you’ve followed my blogs you’ll probably guess my answer, and that is “it depends.” Let’s talk about what it depends upon to help you make good decisions when choosing the right technology for your contact center agents or other employees.VoIP hard phones (which...

In the world I work in every day, the word "integration" usually stands for some piece of software that will communicate between NICE CXone’s platform and some other system. These systems are typically CRMs (Customer Relationship Management), but we have integrated with applications of every type. One of NICE CXone’s biggest strengths is our development environment known as...