Blog

In 2011, Heartland Payment Systems - ECSI Campus Solutions (ECSI) was searching for a solution for the company’s 75-seat contact center. As a leader in the student loan management industry since 1972, ECSI needed a tool that could offer visibility into agent performance, efficiency through the right tolls and agility in the marketplace, all with the ability...

During the holiday season, call volumes can spike unexpectedly for many businesses. Whether you are an online retailer whose website crashed due to Cyber Monday traffic, a video game publisher with an unexpected best-seller, or a shipping company trying to cope with a condensed holiday season, being able to manage fluctuating call volumes is imperative to ensuring...

The UK Cloud Contact Centre market is extremely fragmented with a range of suppliers from traditional on premise systems now offering ‘cloud’, organisations offering ‘hosted’ solutions badged as ‘cloud’ and there are the ‘cloud’ only providers. This causes a world of confusion for organisations wishing to replace their on premise solution or for new companies wanting to go...

Let’s continue where we left off: our dashing protagonist had narrowly averted disaster and escaped with the secret recipe to create Supervisor On-The-Go in hand. Now we needed to assemble the right ingredients and get cooking but a couple eggs are a long way from a soufflé. We needed to figure out how to take the customer...

Multichannel contact center agents are working through the holidays at Arrowhead Promotion & Fulfillment. Turns out they’re the ones behind the new chat service for Jennie-O turkey products. And you can now chat with Jennie-O representatives right from your iPad. (The chat works online of course, but many cooks these days prefer the iPad when working in...

Silverpop has more than 400 employees globally, and they maintain a 95% client retention rate. What’s one of their secrets for success? Investing in their support team – contact center employees. Gregory Harmon, Manager of Client Support Tier I, explains that Silverpop has a number of strategies to maintain a high level of customer support, and the NICE...

Customers have a fractured journey through contact centers – but it needs to be seamless. This means implementing the right tools for multi-channel. That was the overarching message from guest speaker Kate Leggett, Principal Analyst at Forrester Research during the NICE CXone-sponsored 1to1 Media webinar “Reimagining the Contact Center: A New Vision for Customer Experience Excellence.” A growing number...