Blog

“Just tell me what to do,” said the manager after looking at the employee engagement survey results for his department. We hear that a lot. Managers are busy and don’t have much time to read reports and create action plans. Some feel understandably lost when trying to engage their employees. Here are five quick wins—things you can...

In my last post titled "3 Simple Ways to Delight Your Customers," I described a few techniques successful companies can use to delight customers and differentiate their services from the competition. But unfortunately, let's be honest, despite our best intentions to provide the best customer experience possible, we...mess...up. The product doesn't perform as intended, the customer couldn't get...

Social customer care is no longer an emerging trend to merely keep an eye on – it’s a burgeoning movement that companies would be very wise to embrace. Much has already been written and said about the increasing customer demand for social customer service and the impact on companies that don’t do a good job of providing...

Customer service is more important than ever, and we are confident that NICE CXone customers provide a better customer experience than anyone. To that end, we are holding a contest so that NICE Cxone users can share stories of how they delight their customers. If you are a NICE CXone customer and have a particularly extraordinary example of how you...

Picture this scenario: you just ordered a brand new phone, the next Android device (substitute Apple's iPhone if you like). All of a sudden, something goes wrong, and you need to contact the company where you purchased the phone. So you hunt around and finally locate the customer support number, dial it frantically (from another phone), enter...

Several industry thought leaders are confirmed for its upcoming users’ conference (ICUC 2013), which will be held October 8-10, 2013 at Westin Lake Las Vegas Resort. NICE CXone's biggest event of the year is less than 30 days away. Get the latest updates by following @NICECXone on Twitter or #ICUC13. The latest confirmed speakers include the following people: Sheila McGee-Smith, President & Principal...

It’s been a while since I’ve shared my IVR frustrations, so I thought I’d take a minute and recount some IVR blunders that I recently experienced. I was conducting personal business in my mobile office, AKA my car, and upon connecting with my service provider, I was presented with a greeting that announced I had reached them...