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High quality voice is key to enabling better customer interactions. It can be extremely frustrating to have an interaction with an agent over a poor quality connection with garbled voice. IT executives, and managers responsible for ensuring voice quality and availability spend a lot of their time troubleshooting and investigating issues with voice quality and often struggle...

Today customers have more choices than ever for service. New service providers are penetrating the communications market and OTT players have disrupted the industry by offering cheap and convenient services. Now that customers have a plethora of options to choose from for service, service providers must be diligent at managing the customer experience and complaints.

Our Education team is happy to announce training sessions for NICE CXone Workforce Optimization users! If you or anyone on your team wants to brush up on CXone Workforce Optimization product skills or new staff members require training, this is the time to register for the sessions you need. Each customized training session focuses on core roles in your contact...

Now that we have Black Friday, Cyber Monday, Boxing Day and New Years behind us, let’s take a moment to see how those sales might have impacted customer experience.

It wouldn’t be 2016 and a new year without New Year predictions and resolutions. So too the industry is buzzing with the trends from last year that will affect CMOs and Customer Experience for 2016 and predictions of what you will need to focus on for the coming year.

When it comes to Customer Service and Customer Experience, we have been privileged this year to be able to highlight and share some of the most amazing content and voices. From Shep Hyken to Jeanne Bliss everyone has contributed to the debate and thought process and we are honored to be able to feature them week after week in our CX Buzz blog post.

Imagine that you’re a customer service manager and you only have one agent at your disposal. What would that be like?