Blog

With “3 Lessons Every CMO Should Follow To Improve CX from Visioncritical.com and “How Customer-Tracking Technology Can Work Without Being Creepy” from Harvard Business Review [hbr.org], there is no doubt that this week’s CMO Perspectives is full of useful tips and trends for you to follow.

Guest blog post from our friends at HireIQ. While contact center technology has evolved significantly over the last thirty years or so, the practice of Workforce Optimization (WFO) has been around almost as long as contact centers have. However, as a holistic, integrated technology, it is a fairly recent innovation and it continues to evolve. Despite the technological...

The word Cloud used to represent nothing more than “a visible mass of condensed water vapor floating in the atmosphere”. Fast forward to the beginning of this millennium, when the word Cloud suddenly represented a new and improved method of storage and communication, albeit widely regarded as a luxury to be admired from afar.

Customer data is increasing at a rapid rate with customers interacting more frequently online. They are using social media and communities to research products and services as well as sharing good and bad experiences with their peers. Enterprises need to harness this customer data and link it to customer service calls in order to adapt and improve the customer experience across all channels.

We’ve rung in the new year and 2016 is off to a rip-roaring start. However, now is a good time to reflect on last year. More importantly, how did your customers think you did? Were you on their naughty list? Or will they reward you with their loyalty throughout 2016? To find out more, let’s look at what customers had to say.

What does climate change have in common with CX? What are the 10 ways you can tell if your CX is behind the times? Have you stopped using social media as a marketing tool and started to treat it as a CX tool? Answers to all these questions and more in this week’s CX Buzz. Enjoy!

Part 2 of our two-part series on Voice as a Service. Please read Part 1 here. Delivering on our VaaS promise. Publishing performance quality metrics is critical to the delivery of Carrier-Grade connectivity. It provides visibility into the quality of NICE CXone's voice transmission. To that end, we are pleased to announce that, as of December 2015, we have begun...