Blog

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Having an in-house call center training team provides a myriad of...

Culture, Connectivity and Simplicity Hold the Key to Customer Experience Success

Have you noticed that there is a growing number of articles online about the importance of or how to leverage social media when it comes to customer experience and customer service? So have we. In fact just look at this week’s CX Buzz which features three great pieces on this topic, including how to guide your buyers using social from Lisa Marcyes [Coxblue.com]; How to leverage your Twitter followers for powerful CX feedback from Luke Porter [mws-digidesk.com]; And Why you need to revamo your CX for social consumers from Mike Schneider [Marketingprofs.com].

Mojo isn’t just the nickname for our NICE CXone logo, it’s at the very heart of our NICE CXone culture. Mojo represents excellence and going above and beyond expectations. That’s why it’s important that we honor and celebrate excellence at the inContact User Conference (ICUC) with the NICE CXone Mojo Awards. During the awards luncheon on the last day of...

Great Minds Gather to Take Stock of Today’s Customer Experience

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, and the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e., agents and employees) to listen and score calls and conduct this type of analysis. The highly manual nature of this process...

Admittedly, it’s a bit of a spoonerism here, but there is truth to it! Let’s look into what Panels are. They have been added to the NICE CXone My Agent eXperience™ – MAX interface with the last release. They are in fact an integral part of the MAX interface and displayed to the right of the interface as...