Blog

Leveraging Data is the new trend of differentiating on customer experience. Data is present everywhere. And it cuts through departments and sectors, thus reducing the divide between sections in a company.

There’s no question that gamification - using “serious games” for things like on-the-job training or hiring - has been a rising trend that’s taken off in the past few years. With more than 350 companies launching large-scale gamification initiatives since 2010, it seems like almost every organization is looking to find ways to create more engaging and...

We’re proud to be a part of the Salesforce AppExchange! The marriage between Salesforce and your NICE routing engine is at the heart of both the customer and agent experience. Without the two together, you miss out on all the context and the personalization that is key to a modern customer journey. NICE’s Agent for Salesforce has...

The customer journey is unique to each customer. However, there are 3 critical stages that are common to all. Companies must be prepared for variations in their processes when it comes to customer service as the requirements vary from customer to customer. Companies must also remember that empathy plays a big role in delivering delightful CX. And lastly, businesses are able to sustain mainly thanks to their return customers.

If you haven’t already heard, our 11th annual NICE CXone User Conference is September 29th thru October 1st at the Salt Palace Convention Center in Salt Lake City, Utah. ICUC is consistently an industry standout, and ICUC 2015 will be no exception. This year's lineup of speakers, training sessions, workshops and discussions that will transform the way you look at your...

Want to extend your customer communications to text messaging (SMS) and broadcast text messages to your subscribers’ cell phones? Adding the text-messaging channel to your contact center should be fairly straightforward, right? Technically it is. At Mobile Messaging Solutions (MMS), we are experts in all kinds of messaging tools and can get you up and running with text-messaging...

The days where customers were whole-heartedly loyal to a specific business are a thing of the past. Your customers have become accustomed to getting what they need, when they need or want it. This means that business continuity is more important than ever to your contact center. Even a slight disruption in service can have costly implications. While you can now serve your customers around the clock, so can your competitors.