Blog

Originally published as an article in the Learning & Development section on www.icmi.com Since the earliest days of the call center, the industry’s most visible metrics have focused largely on quantity – calls per hour, average handle time and idle time, just to name a few. But today, a growing number of companies are asking questions about the...

What is training? A very simple question, yet the answers are plagued with complexity depending on who you ask. Let’s first start with Merriam-Webster's definition: A process by which someone is taught the skills that are needed for an art, profession, or job. Simple enough, right? Turn around and ask an individual, and his or her answer...

In today’s hyper-modern world, consumers have unlimited choices when making purchases. Whether it's researching products or brands, consumers have much more to think about when shopping online. Consumers’ expectations have increased dramatically because of companies like Amazon, Starbucks and Apple, just to name a few. Competition in the market is higher than ever and these companies are rising...

In a recent webinar hosted by Sherri Greenhouse, Jason Kane from A.O. Smith joined our own Joe Dean to discuss how they create custom reports to fulfill their most advanced analytics needs. You can view a recording of the webinar on our website. In the webinar, the panelists discuss the 3 main problems with contact center reporting today....

Warmer weather, green grass and fresh air; spring is finally here! With the change of season many people are getting outdoors to take in the beauty and nature that is awakening from the winter's cold. Now is the time to start thinking about your athletic gear. One essential item for being more active is a nice pair...

Customer experience and innovation go hand in hand. Otherwise, the greater this divide, the greater the dissatisfaction. Understanding this basic idea is the key to developing good CX programs and innovating at the same time. Also, CX is a culture—not really a process. Human behaviors, expectations and empathy play a big role in their execution, and conventional wisdom in tackling customer issues may fail majority of the time. Let us know your thoughts by commenting below, or reaching out to us on Twitter @NICE_CX.

Quality Management, (QM) or formally known as Quality Assurance, has been around for decades. The art and science of determining just how good an organization and its front line agents are performing is a process that continues to evolve. Today, many organizations have adapted QM programs for all customer interaction channels. There are many valuable practices that...