Blog

Below is a list of the most popular posts on our blog in 2014. Thanks to all of our subscribers, to those who shared the posts they found useful and, most importantly; thanks to the authors and contributors who helped make 2014 the most successful year ever for the NICE CXone blog. If you have not already done so,...

“The year of the employee,” is the title CX maestro Bruce Temkin gives to 2015 and most of this week’s authors will concur. Paradoxically, the more customer-centric a company seeks to be, the more it must focus on employee engagement and satisfaction. When employees feel well-treated, they “pay it forward” in their treatment of customers. Not only is this intuitively true, it is borne out of data mining customer and employee sentiment across social media. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

One of the biggest objectives for a contact center is understanding how to better serve your customers and meet their needs. So, how do you track what your customers want? Speech analytics is a great tool to get into the minds of your customers. This solution gives your organization access to key words, phrases and terms that...

What does it feel like to be your customer? That simple question is the essence of customer experience but you’d be surprised how few companies truly ask it of themselves. As Alibaba CEO Jack Ma put it, “I’m not a tech guy...I’m looking at technology with the eyes of my customers, normal people’s eyes.” This week’s CMO Perspectives is about how to make that question one of the very top priorities of every employee in your company. We hope you enjoy these articles. Let us know your thoughts by commenting below, or reach out on Twitter: @NICE_CX

The Story On December 17, 2014 a major US wireless carrier was sued by the Consumer Financial Protection Bureau (CFPB) for allowing unauthorized third-party charges to consumers.

The following post is part of a blog post series from several of NICE CXone's partners. NICE CXone partnered with CallMiner to integrate its leading cloud-based conversational analytics solution for improving agent performance across all contact channels (voice, social, email, chat), by automating Performance Management. Unlike complex analytics that require a sophisticated fulltime analyst, CallMiner Eureka pushes actionable insights directly...

Customers interact with call center agents for a multitude of reasons, but regardless of why, their expectation is of a secure, personalized, and efficient service delivered by professional, knowledgeable staff.