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"We have two ears and one mouth so that we can listen twice as much as we speak." Epictetus certainly did not have a contact center agent in mind when he coined this quote - considering he lived in the first century. However, when I read it recently, this quote brought a feature to my mind that we...

We’ve Got Excellent Grease When customers tell their stories, it would seem they’re more inclined to share the troubling ones than the happy ones. Perhaps quality service is simply expected, and only the aberrations are newsworthy.

Understanding customers’ needs would be much simpler with access to a fortune teller’s mystical crystal ball. Unfortunately, in the real world there are no shortcuts to this type of enlightenment. Or are there? Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. This new technology...

You May Be Listening for the Customers — But Are You Hearing Them? Perspective is a funny thing. Ask five people to recall the same event, and you might get five completely different stories in return. When a customer called with a problem, were you able to provide the solution they needed, with minimal hassle and effort on their end? If we asked them, would they agree?

Contact centers supervisors face a significant, ongoing challenge of high agent turnover. Statistics show that the average annual contact center agent turnover is in the thirty percent range, with some industries reaching over seventy percent.

At the 2016 NICE User Conference (ICUC), we are transforming customer experiences. From sharing best practices and metrics to telling your contact center’s exceptional experiences, you could be the perfect addition to our ICUC agenda. Whether you are talking about trends, insights, or innovative ways of using the NICE solution, you—and your company—can take the stage at...

While searching online for the top content for this week’s CX Buzz, we found more than 25 articles published in the last 2 weeks focusing on the customer journey. That’s one helluva reason to start taking your customer journey management seriously. Here are the 6 best ‘Customer Journey’ themed pieces we found this week...