Blog

The 2015 NICE CXone User Conference (ICUC) is just two months away and we want to prepare you for the substantial amount of learning opportunities, networking, and fun that are about to take place! ICUC is consistently an industry standout and this year will be no exception. This year’s lineup of distinguished speakers, exceptional training sessions, and hands-on workshops...

​We have two great pieces to share with you from customerbliss.com this week as part of CX Buzz. Learn how to gracefully serve chicken with Chik-fil-A and while you are munching on that, Jeanne Bliss has some great insights into gaining consensus on your moments of truth and how to inspire CX creativity. This week’s CX Buzz is full of interesting tips and stats to help you on your way to successful, and of course, perfect customer experiences.

In today's modern age of cell phones, iPads, and always-connected devices, the customers’ need to talk to a real person seems to be lessening. Customers can surf the web and read all manner of interesting literature about your products or services and in many cases, buy your products or services online without any human interaction. However, from time...

​Nowadays there are an increasing amount of channels your customers are able to contact you through. For each channel there is a lot you can do to perfect the customer experience. For example, you may be working on improving the UI/UX of your mobile app you to improve its functionality. Or you may be investing in training your agents in your contact center or the staff at your store.

The following post is part of a blog-post-sharing series with our partner, CallMiner. The original post, written by Jason Napierski, was published in February 2015. Please visit the CallMiner Blog to learn more about improving agent performance through advanced analytics. In today’s digital world, it would be easy to assume that emerging communications channels (social, mobile, web chat, etc.) will eventually eclipse...

In the past, service providers were in a position of authority. Customers who needed information and help regarding services or products would turn to the service provider for assistance.

​The recent Temkin Experience Ratings Report showed the first drop in customer experience in its five years. The report surveyed more than 10,000 consumers about their experience with 293 companies, and of the 20 industries included, only four saw an increase in positive customer experience, while 16 recorded a drop.