Blog

Intrinsic to our system design is the concept of a cluster. NICE CXone has two primary POPs or data centers, one in Los Angeles and one in Dallas. Both POPs and the facilities they are housed in are state of the art, providing power, cooling and security. A cluster will be designed with redundant components...

My earliest recollection of interfacing with an at home agent was probably 5 years ago when calling Jet Blue reservation line for questions on a flight. I'm not sure I knew how they were at home -- I think there was just buzz in the air about this somewhat new concept or I read an article....

Process changes can be difficult to handle; and especially if they are unexpected. All too often communication is a forgotten necessity of the workforce management team. The purpose of this series is to help workforce management teams to get out of the silo, help their centers understand what workforce management does, and make it easier to implement...

Just a few words on information resources. There is so much happening out there. Some of my favorite resources are:Donna Fluss – DMG Consulting – These guys are the place to go for insight in to the issues, trends and technologies being deployed in the call center market. InformationWeek is great place to go for...

So, you’ve got your workforce strategy committee together. Now what? As previously mentioned, any little schedule tweak can cause a tidal wave. Why? Well, because, you’re impacting the lives of your agents’ and most often, they don’t get any say. Let’s change that. Part Two of a Five Part Series: Get OrganizedAsk Your AgentsShare Your StrategyTest ItGive...

There several option switches that can be to used to enhance the operation of your myAgent and help with trouble shooting. MyAgent is the client application that allows an NICE CXone agent to connect to and interact with NICE CXone taking contacts and placing calls. The application can be run from the command line or a desktop shortcut...

SIP Trunking is becoming quite the buzz word on the web and in trade magazines. Many carriers and application service providers offer them, but many have a different interpretation of what they are and how to use them, so let's start there. SIP trunks (minus the Websters or Wikipedia definition) are essentially physical or virtual IP connections...