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While contact centers are thinking about which channels to add, customers have already moved on — to omnichannel — meaning that they expect to interact with your brand through every single channel they are using. Today’s customers are impatient and demanding. A recent study found that more than 57 percent of online consumers said they had unsatisfactory...

Hello world, I’m the new guy and I like big words, walks on the beach, getting caught in the rain, clever catchphrases, movie quotes and (as you will see) I dig a good and properly placed pun from time to time. I joined NICE CXone in May of 2014 and my head is still spinning – you might...

It’s happened to us all: You call a contact center, the answer you receive isn’t correct, you have to call back again, and you’re on the phone for 20 minutes or more. Why does this happen? Do agents not care, or do they need more training? Turns out – neither! It’s true that what agents deliver becomes the...

Last month, ContactBabel released their "Inner Circle Guide to Customer Contact Analytics" which contained comparisons of leading contact center analytics technology, documentation of implementation and best practices, and a guide for ROI model building. As part of their report, they also uncovered a few statistics that can help inform our understanding of contact center technology adoption and...

Last month, ContactBabel released their "Inner Circle Guide to Customer Contact Analytics" which contained comparisons of leading contact center analytics technology, documentation of implementation and best practices, and a guide for ROI model building. As part of their report, they also uncovered a few statistics that can help inform our understanding of contact center technology adoption and...

Today’s business process outsourcing (BPO) providers face a number of challenges in the market. They need to serve multiple customers with unique needs. They need to be very responsive to meet short windows to launch client campaigns. Finally, clients are increasingly requesting multi-channel support for voice, chat, email, and social media handling. A platform solution to help BPOs...

The market is filled with premise, hosted, and cloud contact center software providers, so it can be difficult to sift through the options and find the right solution for your business. Whether you’re currently in an unhappy contact center software relationship or starting out fresh, we developed a checklist to help you evaluate vendors and their core...