Blog

To optimize customer experience, it is necessary for any company to listen to its customers. With the advent of social media and mobile, customers have got more options to reach out to companies. This makes it even more important for companies to listen to customer experiences across channels and then predict customer’s behavior. For this program to work as a well-oiled machine, it is imperative that companies identify customer journey and invest considerable amount of time, energy and money in developing journey maps. It will pay off in the form of improved customer loyalty, better brand image and improved profitability for the businesses. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

Are your contact center agents lacking motivation and morale? We have a fun tool for you to begin implementing in your contact center, gamification! This new feature is making a big impact on contact centers too, keeping agents engaged, motivated and satisfied. We recently launched a new gamification system as part of NICE CXone Workforce Optimization, our award-winning workforce optimization...

According to Forrester, growth is the top priority for a majority of companies in 2015. To help us and our customers grow, we are building a vibrant ecosystem full of deep and lasting partnerships with our customers, technology partners and channel partners. Today three expert panelists from NICE will be speaking on "Achieving Hyper Business Growth by Developing...

Customer Service: Recently, we interviewed a few of our customers to ask them how our outbound dialer, Personal Connection™, helps them achieve their business goals. Academic Partnerships was one of the first customers to adopt our new dialer system in December 2013. One of their top contact center goals is to reach out to students within 5 minutes...

Each new day seems to bring new information, new challenges and new technology to the marketing world. How can we maximize our work as CMOs while incorporating all the new ideas and concepts that hit our inbox every morning? Through two simple words: strategy and metrics. Focusing on business goals and measuring performance on a regular basis in effective ways makes contending with the challenges of modern marketing much less daunting. When handled with care, the empowered consumer can reward brands with deep loyalty. So, with the right strategy and metrics, that goal is highly achievable.

Who wouldn’t answer “yes” to this question? And yet, many organizations are still paralyzed performing analysis or reporting on Voice of the Customer data instead of making changes to the things customers are telling them are broken, creating distress or are forcing them to leave their organization in favor of the competition.

We recently surveyed a number of contact center professionals, asking what the top pain points are in their contact centers. 44% of our respondents said their top pain point is “Doing more with less”. You may be asking yourself, what exactly does this mean? In contact centers, doing more with less is an admirable objective that many...