Blog

Desktop real estate is valuable in the contact center realm and we are constantly introducing ways to boost simplicity and efficiency. In this latest episode of On The Line, Heather sits down with Madelyn Gengelbach, Senior Product Marketing Manager, to discuss some delicious comparisons involving our CRM Plug-In Agent. Get a look at some screen captures of...

Our VP of Product Marketing, Kristyn Emenecker, sits down to discuss some best-practices that you can implement in your contact center to increase efficiency and productivity. She promotes keeping it simple throughout and highlights the benefits of her top 5 in this short video. How many of these do you currently implement? Would you replace any on...

Having a front row seat for the first-ever Mojo Awards was one of my personal highlights from last year’s ICUC. I’m sure it was even more fun for our winners when they heard their names announced for excellence in categories such as Technovation and Global Cloud Citizen. The latter went to Ray Valentine (pictured center), Chief Technology...

Attrition is a challenge that most contact centers struggle to overcome. Take comfort in knowing that you are not alone. According to Chron.com, the average turnover rate for full-time call center employees in 2012 was 26% and 33% for part-time employees. With those numbers, it’s not surprising that retaining employees is a top priority. What leads to...

In this month’s webinar we will be covering how to manage NICE CXone’s Universal Queue. I’m excited to share this information with you all because I know how important it can be to your contact center’s success. Customers today are asking for more channels of contact with business. In the age of the customer, providing multiple channels of contact...

It’s been a while since I’ve shared my IVR frustrations, so I thought I’d take a minute and recount some IVR blunders that I recently experienced. I was conducting personal business in my mobile office, AKA my car, and upon connecting with my service provider, I was presented with a greeting that announced I had reached them...

“Thank you for being a loyal customer.” This is a phrase I've heard many times over the last few months. It makes me think about the companies in my personal portfolio and how I interact with those companies. Do they really appreciate my loyalty? Am I really a loyal customer? How much money have I spent for...