Blog

Proactively calling patrons can be an extremely effective way for companies and organizations to build relationships and generate revenue. And we even know that the vast majority of consumers—as many as 87%—actually want to be contacted proactively, according to a 2013 online study commissioned by NICE CXone and conducted by Harris Interactive. But there’s always been a hitch with...

Social customer care is no longer an emerging trend to merely keep an eye on – it’s a burgeoning movement that companies would be very wise to embrace. Much has already been written and said about the increasing customer demand for social customer service and the impact on companies that don’t do a good job of providing...

There is a flood of mobile use and it’s such a game changer that contact centers will either sink or swim. The proliferation of mobile devices, particularly smartphones, is changing the ways customers expect to interact with companies. It’s the age of the customer and people’s perception of great service is changing – expectations are higher than ever. Brand...

With ICUC 2013 two weeks away and hundreds of you already registered to attend, I want to make sure you get the most from your conference experience. Here are some tips for having a great time and taking full advantage of everything at your fingertips. Divide and Conquer: ICUC is the most valuable opportunity you’ll have to learn...

Are you getting excited about the upcoming NICE CXone Users’ Conference? With less than a month to go, speakers like me are putting the finishing touches on the content. I’m involved in two sessions at ICUC this year, one in the Aspire Track (targeted at senior and executive leaders) and the other in the Create Track, designed for...

Customer service is more important than ever, and we are confident that NICE CXone customers provide a better customer experience than anyone. To that end, we are holding a contest so that NICE Cxone users can share stories of how they delight their customers. If you are a NICE CXone customer and have a particularly extraordinary example of how you...

The image of the contact center agent as a micro-managed and over-monitored drone stuck in a cubical handling calls as quickly as possible is changing. Just not fast enough. I’m often surprised at how many companies continue to view their agents as mere “butts in seats,” and I’m even more surprised when these same companies have the gall to...