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Knowledge is power, especially when it comes to customer service. Deeper insight into customer buying habits and behaviors not only improves customer experience – it can also change the entire way your business functions and monetizes its product. This week, we found a number of articles that offers some great insights and ideas about how more deeply understand your customers, whether through big data strategies or asking a few simple and straightforward questions. We hope you enjoy them! Let us know your thoughts in the comments or tweet us @NICE_CX.

To optimize customer experience, it is necessary we understand the true meaning of customer experience. CX programs are as much about processes as they are about the people involved. Empathy plays a big role in the success of any CX program.   Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

This past week at the Society of Workforce Planning Professionals (SWPP) Annual Conference in Nashville, TN, I spoke on the topic of Workforce Management (WFM). Many companies consistently struggle with having or supporting a WFM strategy, but it’s time for change. WFM is more than just forecasting and scheduling. It’s about ensuring that the right people, with...

Enterprise Connect is one of the top technology industry events of the year and NICE CXone is proud to participate as a Platinum Sponsor. The theme for 2015 is "Communications Transforming Business," and we will discuss how improving communication processes and technologies in your call center are critical to the happiness of your customers and success of your...

Customer service has come a long way since the 20th century, but maybe not long enough. Gone are the days of politely written letters from disappointed customers which only demanded polite replies and maybe a freebie thrown in to “keep the customer satisfied”. In the age of omni-channel customer experience, the torrent of customer demands can seem endless and the task of managing and effectively responding to customer needs looks almost impossible.

Excellent customer interactions involve a delicate balance between the macro and the micro. As CMOs, we must pay attention to granular issues such as the language and vocal tone used by our employees as well as the larger trends facing the industry today and in the future. It’s no easy task to keep an eye on both levels of the factors affecting customer experience. These five articles offer some great insights to help you meet this challenge. Let us know what you think.

Everyone has a quality management process in their contact center. Good or bad, you are measuring the quality of your employees work in some way. Maybe a checklist for compliance items, maybe it’s a detailed quality form that measures soft skills and product knowledge. You may even have a formal documented process for how many interactions are...