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Over the past decade, I have been involved in Customer Success and Account Management at different levels. I have a deep belief that when the customer wins, the company wins. In 2013, we are driving Customer Success to another level. The focus of Customer Success is to ensure we are the customer’s champion within NICE CXone. We focus on...

Mistakes happen. Sometimes they happen all too often. Mistakes in manufacturing, mistakes in customer service, mistakes by employees, mistakes by managers; all of these can be quite costly to any business. Of course, many mistakes are personal or local and a quick training or reminding of correct processes helps ensure that the mistake will not happen again...

I watched a trucker finish filling up his gas tank the other day. I was truly astonished at the $680.00 charge for a single fill up. I had thought that the $55 to fill up my own tank was outrageous. I was shaking my head in derision at the cost when he smiled and said. "I...

Workforce Management (WFM) is all about assigning the right employees with the right skills to the right job at the right time- all to benefit overall contact center operations and ultimately customer service. Based on our experience, WFM in the contact center can and should be fluid; meaning managers must continue to evolve their techniques to achieve...

Chat. A technology that’s emerging as one of the best ways to connect with your customers, is still something that is completely underutilized. Too many people are afraid to use it; whether because they’re concerned about retraining agents or having to add additional staff, or they’re worried about the cost and time to develop something, or even...

Ongoing learning is vital for professional success and growth. As in many other industries, the contact center provides the opportunity for education in two main ways – through informal mentoring and through more formalized training and e-learning. Through the combination of these methods, team members can gain valuable skills and insights to better perform for the center...

November 7 and 8th, 2012, Orlando Florida was again the host for the 2012 Cloud Security Alliance Congress. The Cloud Security Alliance or CSA is a not for profit organization that seeks to promote best security practices to provide assurance for the Cloud. The CSA has been organized for a few years now and continues to...