Blog

With NICE CXone, it's never a "no", instead it's "Here are a number of options for you."...

Ok, I got you! This is in fact a trick question for which there are two possible answers. Answer #1: It depends. In some cases an emphasis may be placed on compliance, particularly if your center is susceptible to lawsuits or legal scrutiny or your business is based on getting people on and off the phone as quickly...

Disaster does not have to come to an enterprise or contact center in the form of a major natural disaster worthy of CNN coverage such as an earthquake, tornado or hurricane. Disaster in the workplace can come in the form of a heavy snow or ice storm, a power outage, loss of potable water or a backhoe...

Where does the agent application end, and the CRM begin? This question seems pretty straightforward: The agent application is where I login to the ACD, set my availability, and manage the calls - simple. I can access reports about agents, calls, and call center metrics. And the CRM is where I find information about...

Have you ever considered entertaining your customers as a way to better serve them and differentiate yourself from your competition and drive increased customer loyalty? We all like to be entertained. It holds our attention and we seem to remember things we enjoy. We also tend to share entertaining experiences with others. Of course...

In the first two installments of this series I focused primarily on the end user who doesn’t have much, if any, exposure to a contact center. In this article I would like to make a case for contact centers getting some love inside their own organization. If your business has a contact center, ask yourself, "What is...

I am the father of four children, all grown now and out there trying to figure out how to make it in the world. As a parent, I counseled my children on the importance of personal integrity and the company they kept. I taught them that being an honest, good person was more important than being...