Ovum decision matrix

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

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Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry […]

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techstyle

Tailor Customer Experience for a Better Fit – Learn from TechStyle and Forrester

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Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia. With five Contact Center locations in four different countries […]

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contact center attrition

5 Tips to Lower Contact Center Attrition

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Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent […]

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schedule adherence

5 Tips for Improving Contact Center Schedule Adherence

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The backbone of managing labor within a contact center is often centered on a workforce management (WFM) system. WFM systems are responsible for forecasting the volume of contacts (phone calls, chats, SMS, email, etc.) and scheduling the staff required to handle that forecasted volume. Schedule adherence is simply the measurement that quantifies the percentage of […]

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contact center technology

3 Tips When Searching for Contact Center Technology

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Cloud technology has transformed the industry by effectively removing the need for an on-site contact center system. Management has access to so many innovative new aspects to help optimize their business, it can be overwhelming, resulting in the contact center not utilizing the technology to its full potential. There are ways, however, to maximize the […]

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NICE inContact CXone is Here – Empower Your Organization

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We recently announced our unified cloud platform, NICE inContact CXone™, delivering Omnichannel Routing, Workforce Optimization, Analytics, and Artificial Intelligence on an Open Cloud Foundation. This revolutionary, one-of-a-kind customer experience platform has more than 200,000 active contact center users. Read more about NICE inContact CXone and it’s capabilities.

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Are You Prepared to Offer Customer Service via Text/SMS?

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I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers. Nonetheless I do relate to a lot of the stereotypes associated with my generation, although I don’t remember getting a trophy when we lost, I think that must […]

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5 Workforce Management (WFM) Processes You Shouldn’t Live Without

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Businesses are working smarter, faster, and constantly looking for ways to increase efficiency by reducing waste and increase productivity. Contact center operations have always been in a pressured position to better manage cost while continuing to drive a great customer experience. Workforce Management (WFM) is one of the key components in meeting these objectives. But […]

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