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How does your contact stack up next to industry peers and what steps do you need to take to improve? Our new benchmark assessment tool uses best practice data from hundreds of surveys conducted by the Aberdeen Group. After you define your job function, you’re taken to a customized assessment that asks about your primary goal and...

Contact centers have made it part of their everyday business to survey customers following any type of contact. So, what are Customers saying? Here are some of the top complaints that customers have regarding contact centers and the services they provide. 1. Obvious Scripting: Customers have indicated they want to have conversations with the representatives they call. If...

Last week, I spent a couple of days at the ICUC 2013 venue, The Westin Lake Las Vegas Resort & Spa. I've been working out the logistics for our keynote speakers, Tim & Kris O’ Shea. These two are not only well-versed industry professionals who understand the demands of running a successful contact center, but they’re also...

It is no secret that the call center operation has always relied heavily on the IT department to help manage and maintain the technology and telephony infrastructure. Over the years, this close relationship between IT and the call center lead to a symbiotic relationship that allowed companies to solve customer service problems with a mix of technology...

Jack Welch, former CEO of General Electric, has been credited with helping to spread the popularity of a very helpful cross training technique called "Reverse Mentoring". Back in the '90s, he realized that GE management had much to learn about the Internet, so he mandated that top executives at the company (including himself) take on a reverse...

Last week, some of my NICE CXone colleagues and I ventured to Marco Island, Florida for the annual Frost & Sullivan East conference. While we were there, we engaged in some great discussions with customers, partners, future customers and friends. Conferences can be a bit overwhelming as there are so many ideas thrown around that it is hard...

No, I am not talking about the Consumer Electronics Show. I would like to take a moment and talk about Customer Satisfaction. How many of you measure Top Box, Net-Promoter Score, or First Call Resolution? There is no single way to measure customer satisfaction, but I would like to take a moment and talk about CES. What is CES? Customer...