Blog

With 60% - 70% of contact center costs associated with labor, companies consistently struggle with having or supporting an effective Workforce Management (WFM) strategy. Workforce Management is the foundation block for ensuring your contact center is efficient. WFM is more than just forecasting and scheduling. It’s about ensuring that the right people, with the right skills, in...

Internet shoe retailer JustFab knows the importance of female focused holidays like Valentine’s and Mother’s Day. They’ve perfected providing the perfect gift for women who celebrate these holidays around the world. To be honest, I hate the time-consuming chore of shopping for clothes. However, when it comes to shoes… well, that’s a whole different story. Female footwear is...

Great customer experience first starts with a great agent experience. Call center managers have long struggled with trying to give their agents enough information on their screens without overwhelming them. With NICE CXone Agent for Salesforce, your agents can see both relevant contact center information as well as Salesforce customer data on the same screen! This plugin gives you and...

Behind every great customer experience is a well-implemented design or strategy. Thanks to the internet in general, and social media in particular, customers have more knowledge and power than ever before. This one of the greatest challenges for customer service. The digital transformation of the CX world is a critical part of meeting this challenge. How do you find the right CX strategies to deal with the today’s empowered customer? Which philosophies can positively transform your CX and which ones will just drag you down? Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

It’s easy to think of customer service as a passive endeavor. Companies hire teams of employees whose main job is to sit and wait for customers to call them. This week, we are turning the traditional view of customer service on its head— we propose that successful companies take a proactive approach to customer service, whether it’s through digital transformation, innovative CMOs or even capitalizing on pre-purchase service opportunities. Proactive service shows customers you are a provider of solutions- not problems.

Natalia Piaggio, VoC Consultant at NICE, discusses the importance of journey mapping

This article originally appeared in the December 2014 issue of Contact Center Pipeline. The use of workforce optimization tools has exploded as organizations race to deliver the ultimate customer experience. However, as the demand for these tools has grown, so has the number of solutions available in the market. This has resulted in some confusion and a few...