Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

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Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can […]

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Conducting Effective Contact Center Quality Calibrations

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Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what is being measured and validates that responses are consistent from everyone on the team. Commercial Quality applications offer calibration and reporting capabilities that […]

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Focus on Security and Infrastructure – From NICE inContact’s CISO

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With the increased profile of information security and compliance in recent months, NICE inContact has taken an even more vigilant stance than ever on protecting our infrastructure and our customer’s accounts. As the Chief Information Security Officer of the company, my role focuses on developing and maintaining an envelope of security over all our services […]

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Interactions 2018

Registration Open for Interactions 2018!

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It seems like only yesterday when NICE and NICE inContact combined resources for two fantastic events—Interactions and inContact’s user conference, ICUC—in Las Vegas. Now fully integrated, we’re introducing our biggest and best user conference ever, Interactions 2018.  You can register now. NICE & NICE inContact presents Interactions 2018 Marriott’s Orlando World Center May 14-16, 2018 […]

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How to Assemble Your Implementation “Dream Team”

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We all remember the Dream Team. You know, the US Men’s basketball team from the 1992 summer Olympics in Barcelona? What some sport journalists claimed was the best team of athletes ever assembled? Alright, well if you lived under a rock during the early 90’s – or better yet, weren’t born – I’ll frame it […]

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To Unlock True Benefits of Digital Transformation, Moving to the Cloud is First Step

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As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud.  Sheila McGee-Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the […]

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call center customer experience evolve 2017

How Contact Center Customer Experience Will Evolve in 2017

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Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? […]

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call center agent scorecard

Building a Better Agent Scorecard

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The customer experience and agent engagement is becoming one of the most significant focal points for nearly all consumer facing companies. The method by which we review and evaluate performance should deliver results that support this focus. The traditional methods rarely deliver the results that continuously produce a high value customer experience simply because they’re […]

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call center crm together

Contact Center and CRM: At Odds or in Harmony? Part II

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If you missed it, please read Part 1 of this blog series. It is not surprising that the question of whether to choose a contact center or CRM desktop is more common today than it was five or ten years ago. According to respected analyst house Gartner, the CRM market nearly quadrupled from 2007 to […]

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