Blog

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks. Whether you’re just embarking on your gamification journey, or trying to take your program to the next level, this eBook will help you build a sustainable gamification program that motivates all your employees - from your top performers to your brand new agents!

We are proud to be the first RPA player to formalize a Robo-Ethical framework, with 5 key principles, guiding the responsible and ethical practice of building and deploying process bots.

Read more about CXone Personal Connection, the proactive engagement solution that is part of the CXone platform, which ensures your outbound calls are ready for STIR/SHAKEN, generates more revenue, improves the customer, and agent experience, and increases customer connections.

Customer sentiment analysis is one of many AI-powered solutions that's transforming the way contact centers operate. Download Solving for the Human Side of AI in the Contact Center to find out how best-in-class contact centers are leveraging artificial intelligence to produce meaningful business results.

Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic. The same study revealed that 52% of businesses plan to invest in artificial intelligence in the next year, which can strengthen business continuity as well as streamline operations, and improve CX. Busy times, indeed!

This blog is the fifth in a series on digital channel management. In the previous installment, we talked about the challenges asynchronous interactions pose

Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of. Companies are fighting battles to win and keep customers based on the experiences they provide, and using the right software in their contact centers could give them the competitive edge needed to win.