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NICE CXone has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

The password: it is arguably the most popular and most common security measure available, and at a lot of times it is also the most vulnerable. It seems like every other news cycle contains a story about a data breach and millions of compromised passwords. And what is the response of most organizations in the event or threat of a data breach? It is to change user passwords.

To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary!

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing.

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond. The holiday rush not only drives big business for retail, distribution and travel/hospitality – but also a surge in customer service opportunities.

Looking back at 2019, one of the underlying debates of the global contact center industry was whether or not voice will continue to have a place in the increasingly digital world of customer service.

The research is clear, younger consumers have a high preference for interacting with companies using digital channels. In fact, 90% of Generation Z and 84% of Millennials state this as their preference. The result is that the call center is quickly become a contact center and your call center software and operations needs to adapt as well.