Blog

As VoIP service gains acceptance and is adopted more and more in the enterprise and SMB space, consumers are educating themselves (either through painful trial and error or being thorough students prior to a deployment) on VoIP in many areas of the technology: equipment, network, providers, and best practices. What they find in some cases is that they...

I was reading on Harvard Business Review's website and in rapid succession I came across Ron Ashkenas' blog post titled "How Simple (and Human) Is Your Customer Service?" and Anthony Tjan's blog post titled "The Best Business Model in the World". I was overjoyed to see these two subjects together because NICE CXone offers a software as a...

Would you rather talk to a live agent or take matters into your own hands through self-service? As with most things in life, the correct answer is "it depends". It depends on the nature of the transaction (eg, sales, customer service, technical support, etc.) It depends on the accessibility / usability / availability of...

While sitting at my desk the other day I had a question and I knew just who to call for the answer. I made the call and after a few seconds of ringing I was transferred to voicemail. I immediately hung up and called the next best person I could think of for a response. Again, ringing...

It is interesting to see the shift of late in the contact center world away from an environment where the contact center agent is the center of attention to where now more and more the center of attention is the customer. At NICE CXone, I am working to change that mentality as well. We do some really neat...

In my previous blog post, I introduced the first of the two amazing customer service-focused keynote speakers we’ll have at ICUC this year. I’m now pleased to introduce you to Bruce Temkin. Bruce is practically a household name when it comes to transforming the customer experience. Prior to founding the Temkin Group this year, Bruce was Vice President...

Our very own Tim Harris wrote about the evolution of self-service options in a guest blog for 1to1 Media! IVR has dominated the self-service space for the past 30 years, but times are changing. Tim's blog gives some great information about options you should consider today and what's coming on the horizon. Click here to read his...