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Customer experience optimization is fundamental to building customer loyalty. Omni-channel strategies are one way companies optimize CX, but the challenge then becomes one of turning resulting customer loyalty into profit. Is profitable omni-channel CX possible? How can companies effectively balance between the operational and “softer” service sides of the omni-channel equation? Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

Contact Center: Quit smoking. Lose weight. Manage debt. What are your New Year’s Resolutions? According to USA.gov, the most popular New Year’s resolutions also include getting a better education. Online learning is growing at more than nine times the rate of on-campus instruction, making it the most rapidly developing trend in higher education. Our customer, Academic Partnerships, is...

The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, as a customer service consultant, I always recommend you first work on getting your framework right, before going forward and attacking the details.

Prediction is very difficult, but that doesn’t stop many of us from trying. This week’s CMO Perspectives collects several articles with key predicting trends for the coming year. Some of these predictions may confirm what you’ve heard previously, while others, we hope, will provide new food for thought. We hope you enjoy these articles. Let us know your thoughts by commenting below, or reach out on Twitter: @NICE_CX

Often times the typical question with regard to performance improvement is, “What are my top agents doing my bottom performing agents or mediocre performing agents are not doing?”  Many Key Performance Indicators like quality scores, average handle time, average talk time, CSAT surveys along with other call center metrics take lead in determining the answer to that question. However, do you really KNOW what is being said in the calls and where in the calls determine top performers versus lower performers?

Donna Fluss is highly regarded as an expert on contact center, analytics and the back office. With 30 years of experience helping organizations build contact centers and back office operating environments, and assisting vendors to deliver competitive solutions, Fluss is a renowned speaker, author and source for industry and business publications. She can be reached at Donna.Fluss@dmgconsult.com.

NICE is a member or the Cloud Security Alliance (CSA) because we recognize the importance and value of what CSA is doing in developing and promoting best practices in cloud security. One example of a great tool for both Cloud Providers and Users is the Cloud Controls Matrix or CCM. The CCM provides a list of some...