Blog

Employee Engagement has been a hot topic for a while now. Successful companies achieve great results – and provide tremendous customer service – through their engaged employees. Results are certainly well documented. I always enjoy the topic, and different ideas presented to build engagement. In my readings on engagement, two distinct thoughts stand out regarding employee engagement:...

Shortly before our annual ICUC user conference in September, we unveiled our new Discover WFO suite perfect for small to medium sized call centers. This workforce optimization suite is designed to cover all WFO needs including Call Recording, Quality Management, Speech and Desktop Analytics, Workforce Management and Performance Management. What does that mean for you? First, Discover WFO...

It happens innocently enough. The marketing director showcases 60 PowerPoint slides of a new customer campaign during a contact center staff meeting. Afterward, you say, "Wow! That’s great information. The agents should have this because a customer may ask about it." Without stopping to think of the consequences you just became an information litterbug. Do we really expect agents...

Speech analytics is a hot topic in the contact center market. Many of our peers in the industry – clients, prospects, and business partners – come to us looking for information on this exciting new technology. They are interested in call recording, but they want to use speech analytics in their quality monitoring program to quickly determine which...

It’s Feedback Friday at NICE CXone! We recently received a wonderful comment from one of our customers, Society for Human Resource Management (SHRM). It’s our goal to provide superior support at every point of the customer journey and we’re happy to hear about SHRM's experiences with our amazing team. "Much to my delight – Paula Ridley and Todd Madsen...

When a customer service blunder is made public, it’s easy to forget that no contact center is perfect—including ours. Every few months a customer support issue makes headlines, and while the press heaps criticism on those contact centers, we should be taking notes on ways to improve our own processes and procedures instead of casting stones. In...

In celebration of Customer Service Week (October 6-10) we would like to honor one of our most talented customer; Amy Latzer, Chief Operating Officer of 211 LA County. Last month we nominated Amy for the Quality Assurance & Training Connection 2014 Outstanding Quality Focus Award. We are proud to announce that she was presented with the award...