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In the current Age of the Customer, your customers have voice, choice, and power. What are you doing about it? Customers aren’t just expecting satisfying experiences from brands that recognize them—they’re demanding them. In fact, they want the brands they do business with to listen to them, understand them and solve their problems, all in real time...

When it comes to driving results in our contact center, who doesn't want to be the best? Industry experts and customer experience leaders often point to First Call Resolution (FCR) as an essential measure of your ability to drive CSAT and loyalty. Last year, NICE CXone worked with Aberdeen to conduct an online benchmark assessment of 378 contact center...

We have now discussed the first two A's: Authentication and Authorization. The third A stands for Accountability which establishes the reasons and source for changes, activations, additions, deactivations and deletions. This is accomplished by means of audit trails and logs that identify Who, What and When. Some accountability processes such as policies and tickets also document the reasons...

When a user logs in to a system, the first action that system will take will be to Authenticate or identify that user. As discussed in the first article of this series, Authentication to systems and applications s often done by means of a unique userid and password. Once authenticated, the next step is to determine...

In this series of articles, I want to discuss security best practices for your contact center: the triple A’s of security--Authentication, Authorization and Accountability. NICE can be a part of your security strategy, and the first article will discuss best practices for user authentication of agents and supervisors in your contact center. Authentication is the process or processes...

In our recent webinar, Hiring, Managing & Retaining At-Home Agents, we heard real-life examples of businesses that either wouldn’t exist or that would be severely limited in capability and growth potential if not for incorporating at-home agents into their workforce. With cloud solutions, it’s now easy and cost-effective to seamlessly integrate at-home agents into every facet of...

In today’s highly competitive market, providing quality customer service is critical to a company’s success. One way to ensure high levels of customer service is to employ speech analytics (and speech analytics best practices) to quickly locate key words and phrases within call recordings. This will allow your organization to identify opportunities for leveraging business intelligence, reducing risk...