product

Turn Your Contact Center Service Agents into Product Gurus

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James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.” This is a product-centric view of business and it makes a […]

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dreamforce 2018 demo jam

Don’t Miss NICE inContact CXone at the Dreamforce 2018 Demo Jam!

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In just about a week, we will be showcasing our Salesforce integration at the Dreamforce 2018 Demo Jam! Stop by the Service Theater in the Marriott at 10:30am on Sept 27th when we throw down our best 3-minute demo against 6 competitors and YOU decide the winner! You can get a sneak peek here: Why […]

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CRM

CRM and Contact Center Application Integration – A Dynamic Duo

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CRM and Contact Center software are often seen as competing products – Avengers in Civil War, fighting amongst each other. But, in reality they are the dynamic duo, working together in this Infinity war to eliminate fragmented customer experience, the Thanos of the digital economy. CRM provides customer journey and profile data, while contact center […]

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contact center

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

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Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. As contact centers continue to become […]

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quality monitoring

New Ways to Think About Contact Center Quality Monitoring

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Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities […]

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meet

Inside NICE inContact – Meet Jennifer Scott

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Meet Jennifer Scott, Implementation Manager for NICE inContact. Jennifer came to NICE inContact from Denver, Colorado and has been in the contact center industry for 15 years. She is part of the Enterprise Implementation Service team. I was able to sit down with her and ask her a few questions to find out why she […]

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solution requirements

Modernize your Contact Center – Have Clear Solution Requirements

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In a previous blog post I talked about why it’s so easy for a contact center to become obsolete. Advances in contact center technology have created specialized capabilities like omnichannel, advanced reporting and analytics, automation, quality and workforce management and more. And I introduced a simple decision framework consisting of three questions to help you […]

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