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NICE CXone has partnered with Google Cloud to bring its Artificial Intelligence (AI) expertise into the CXone contact center with Contact Center AI for natural language chatbots and interactive voice response (IVR) that enable rich conversational experiences. Businesses of all sizes have the opportunity to delight their customers with convenience and personalization – and many are discovering how AI helps deliver the kind of experience that’s worth raving about.

Strategic workforce planning is part of the workforce management process used to predict the number of employees that are needed and then schedule and manage them to the operational goals.

For even more in-depth tips and trends, check out this ICMI article . In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire […]

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations. It was just 5 or 6 years ago that the ability to […]

Every contact center engages in some form of Call Quality Monitoring in order to improve agent performance and customer satisfaction. The goal is to identify calls that are failing to meet your standards for good quality, and to implement corrective measures. Even with call quality programs in place, many contact center managers find they are spending far too much time trying to obtain an accurate and fair picture of what is happening on interactions between staff and customers – and even more time getting to the root causes of why.

Contact centers regularly deal with highly confidential information such as payment card numbers, Social Security numbers, and other sensitive data. A single breach of that information can spell disaster, instantly damaging the trustworthiness of any organization, even if they have a stellar reputation and pristine history.

Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the […]