Blog

Many contact centers put a lot of time and effort into training and on-boarding new agents. Relatively few centers, however, do the same for new supervisors. That’s unfortunate, since the success of a contact center and the continuous improvement of its agents depend largely on how competent and comfortable the center’s supervisors are. More often than not, supervisors...

You might not expect to be moving from one house to another and have an epiphany about leadership, but that’s exactly what happened to me. I just purchased a house that is right across the street from my old one. Logistically, moving was an interesting challenge. How much should we box up, or not box up? Should we...

Picture this scenario: you just ordered a brand new phone, the next Android device (substitute Apple's iPhone if you like). All of a sudden, something goes wrong, and you need to contact the company where you purchased the phone. So you hunt around and finally locate the customer support number, dial it frantically (from another phone), enter...

Several industry thought leaders are confirmed for its upcoming users’ conference (ICUC 2013), which will be held October 8-10, 2013 at Westin Lake Las Vegas Resort. NICE CXone's biggest event of the year is less than 30 days away. Get the latest updates by following @NICECXone on Twitter or #ICUC13. The latest confirmed speakers include the following people: Sheila McGee-Smith, President & Principal...

In our fourth episode of On The Line, Heather sits down with Andy Bird, our Director of Product Management, to chat about our latest Dialer release. The interaction of dialer and inbound groups, agent scripting, and report information are discussed, as well as how these elements come together to give our customers more control and flexibity. Take...

We are proud to announce the first episode of our video blog series entitled On The Line. In our first foray into the video blog-o-sphere we speak with our Chief Marketing Officer, Mariann McDonagh about customer experience. She shares her own story about a bad customer experience and discusses some call-center 'best practices' and the negative...

In our latest On The Line episode, Heather and our CMO Mariann McDonagh discuss the evolution of self service and how it can promote positive customer experiences. Mariann divulges some information from a recent study, done in conjunction with ICMI, that surveyed the self-service atmosphere with our clients and elaborates on the good and the bad implications...