Blog

Today you start your new job as the manager of your contact center. Most likely, you’ve risen through the ranks of supervisor and agent; maybe even in this center. Nervousness and excitement fill the air. Your boss has faith in your abilities and you are appreciated and a valued member of the team....

The fifth annual NICE CXone User's Conference (ICUC) is almost here, and it’s shaping up to be the best one yet! ICUC is the premiere contact center user industry conference. In addition to the invaluable training, networking and insights you'll experience by attending this year’s conference, you'll also have the opportunity to witness two notable keynote speakers....

The other day I was surprised to find that my local deli is now using an IVR to collect order information. This obviously shows the change of times, where even the mom and pop shops see the value of the streamlined efficiency that an IVR solution can offer. While chatting about this with friends, it posed the following...

There are two things that are not going to change in the contact center universe: Contact centers will never have enough staff. Contact centers will always collect immense amounts of data. When combined, the largest workforce optimization problem comes to the surface; contact centers...

The venerable Bill Cosby has a great monologue about a man undergoing surgery while under local anesthesia – so he is awake and can hear everything the doctor says. You hear the doctor speaking – "sponge…scalpel…scissors… Oops!" The patient immediately says, "What did you say?!" "Nothing, just lie down" says the doctor… and the routine...

Well, you asked for it and you got it. NBC will be piloting a new TV comedy this fall called "Outsourced". It is a comedy in the context of a call center. What were you expecting, a drama? I am sure that following the success of "The Office", TV executives are...

I just want to give big kudos to our fabulous CFO - Greg Ayers. Greg is a tremendous asset to the strength of NICE CXone, and that was emphasized today when he was honored as one of the CFOs of the Year by Utah Business Magazine. You can read all about Greg in the magazine article, but our...