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A recent survey commissioned by Teleperformance and conducted by YouGov shed some insight into the importance that the contact center plays in the financial performance and growth of its parent company. According to the survey: 51% of people said the main reason for their dissatisfaction with a company is poor...

Open just about any Telecom, Contact Center or Communications trade magazine and you are sure to see an article touting the virtues of SIP Trunking. But what is SIP trunking really and how does it differ from Voice over IP (VoIP)? SIP is an acronym that stands for Session Initiation Protocol and as the name suggests, it is...

Our very own Paul Jarman dropped by the FOX Business studios today to talk with Stuart Varney about call centers and how software can improve the customer experience.Watch the latest business video at video.foxbusiness.com...

The other day I ran into an old friend while traveling who I had not seen in more than 10 years. As expected, we discussed all that had been going on in our lives for the past 10 years including our families, old friends, and inevitably our careers. He’s in the banking industry and is doing well....

Take a look at this link. There are two things that are interesting. One: The story itself is fascinating. Facebook is now second only to Google in terms of visitors on the web. Wow. Not bad for a social media platform. Two: There are 15+ invitations to get involved in some sort of social media from Twitter, Facebook, Google Buzz,...

Welcome to the new NICE CXone blog! We’ve redesigned our community to bring even more great information about the call center community. Check in often for newposts – and you can be alerted to new content (and more) through Facebook, Twitter and RSS Feeds. If there’s something you’d like to see expanded upon in the blog, just mark...

The popularity of credit and debit cards in today’s society alongside the prevalence of identity theft has led to a recent uptick in interest surrounding the Payment Card Industry (PCI) Data Security Standard (DSS). As you look to secure and protect the data your contact center records, it’s important to understand the PCI DSS and its specific...