Blog

The recording industry is changing the same way our personal tech lives are changing. Not so long ago, most of us were using multiple appliances and gadgets on our day-to-day lives. Each and every one of us used to have an alarm clock on our bedside, to make sure we get up on time each morning. I know I used to hit that snooze button quite often… When I was traveling, I used to have this mediocre camera, so I could take some decent photos without carrying around my bulky DSLR camera. I used to jog with an MP3 player strapped to my arm, an HRM (Heart Rate Monitor) strapped to my chest and this bulky, ugly black clock on my wrist to monitor my running statistics.

It’s an interesting question to ask in a CMO Perspectives blog, whether the role of Chief Customer Officer (CCO) is a threat to CMOs worldwide? You will have to read the interesting piece by Nadia Cameron [CMO.com.au] to see her take on this issue. This week we also look at a summary of some research about customer failures and if there is a way to win back your customers after major CX mistakes and we invite you to share your tried and tested methods for restoring good customer relations. Enjoy...

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 April 2015. Please visit the CallMiner Blog to learn more about improving agent performance through advanced analytics. As any contact center knows, time (or, more accurately, “handle time,”) is money. In fact, TechTarget notes that average handle...

More than 1,500 attendees, consisting of customers, industry leaders and experts, gathered on June 2nd for the kick-off Interactions 2015, the largest customer event of the year!

With the 2015 NICE CXone User Conference less than four months away, we’re seeking customers to share their experiences, expertise, opinions, and best practices with other NICE CXone users. This distinguished opportunity offers unlimited thought leadership sharing and peer-to-peer networking. Join the ICUC 2015 agenda by presenting a session, workshop or case study addressing current issues and trends, new...

​The evolution of customer service has taken us on a long journey -- from the retail store to the app store. While the evolution seems logical, companies have quickly responded to customer demands, becoming a culture of people helping people, to people helping themselves. Through systems, through processes, through people groups, each new touch point, or channel, or “thing”, was connected to the customer and simultaneously we entered into the early stages of the “Internet of things”.

The following post from GM Voices is part of our partner blog-post-sharing series to provide new viewpoints and insight into, and within, the contact center industry.  Many buyers first experience a company through the voice channel. In today’s marketplace, the phone (along with the Web) is your business’ modern-day “front door”. (Since you’re currently reading an NICE CXone blog entry,...