Blog

David May recieves his Mojo Award during the Arabian Nights dinner at ICUC 2013. L to R Sarah McElwee, KMB Group; David May, Schumacher Group; Greg Ayers, NICE CXone. At the beginning of October, we presented seven contact centers with a coveted Mojo Award to celebrate their contact center success. Over the next few weeks, we’ll share some of...

This spring we unveiled our benchmark assessment tool. Now the results are in, and you can see them in our newly developed interactive infographic. We compiled and analyzed the responses from 378 contact center professionals, and the results reveal insights into specific trends – including 45% of respondents telling us the biggest priority for contact centers today is...

Halloween is the perfect time of year to present the behind the scenes of creating the NICE CXone Supervisor On-The-Go app. (Our app for contact center supervisors.) That is because in many ways it’s a scary topic to write on. I can’t help but think that software products are like sausages, and if you saw it being made...

More companies are taking the plunge into speech analytics to help enhance the quality management processes. It is one thing to be capturing data, but it is important take action regarding that data. Speech analytics allows you to understand the WHY in your contact center. Why is your customer calling? Why are they concerned? Why are they...

Making the move to become a multichannel contact center might seem overwhelming at first, but it doesn’t have to be a swift plunge into the deep end. First, dip in your toes and test the temperature of the water. Identify One Channel & Involve Agents Take a look at the different channels out there, and see which one your...

In support of National Customer Service Week 2013, NICE conducted a little competition among our customers to see who could turn in the best example of when they provided exceptional customer service. We received an assortment of entries, and in the end we selected an entry from Dyson Canada as the winner. Dyson relayed the story of how...

Every year ICUC gets bigger and better. This year was no exception. Last week at our 2013 conference, we had 550 attendees from 140 different companies. One individual came all the way from Stockholm, Sweden to be with us at the Westin Lake Las Vegas Resort and Spa. Our survey results show that customers find the travel worthwhile...