Blog

Once upon a time it was widely accepted that contact centers in certain industry vertical markets didn’t have to worry about the service experience they delivered. Utilities and Government are two verticals that come to mind. The assumption being that if customers have no competitive choice, then why bother with the hassle and expense of good customer…

There’s a lot to like about NiCE’s latest branding effort, which was rolled out in January of this year. They’ve done a great job, showing a new look, with a new message and a new attitude about a space that is in urgent need of re-defining.

We were officially named a Leader in the 2022 Gartner® Magic Quadrant™ for Robotic Process Automation report. Gartner, a company that delivers actionable, objective insight to its executive and their teams recognized NiCE for the first time based on its for “Completeness of Vision” and “Ability to Execute”.

Having the best customer experience management software on the market can give your business a competitive edge when it comes to delivering satisfying customer service experiences.

A standard organization of 2,000 agents invests roughly $4M annually in coaching. Part of that is spent on coaching optimization, with a primary focus on tools and methods to better engage the person being coached.

In the final weeks of summer, I’m inclined to enjoy every moment – spending as much time as possible basking in the warm weather and taking advantage of the longer days while they’re still around.

An exceptional customer experience journey, just like a pleasant road trip, begins with thorough planning and ends when customers successfully and smoothly reach their final destinations.