Training is an integral activity in contact centers, whether that be new hire onboarding or ongoing training and development of agents. However, with so many other business priorities, training doesn’t always get the love and attention it deserves. Even in those organizations where training is a cultural cornerstone, providing meaningful, engaging, and effective training is […]
Read
Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition. Often with some sort of corkboard display to track and monitor the completion and performance. I’ve managed and created large […]
Read
This is part three of a four part series on the economic value of Customer Experience Platforms In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part two, we looked at KPIs that drive enhanced customer experience and true financial […]
Read
Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees From the outside, we often have the inclination to make false […]
Read
NICE inContact CXone swept the 2018 CRM Service Leaders awards presented by CRM magazine. Analysts project that the cloud contact center market will grow more than 20 percent per year – with that growth you need a trusted solution to provide for your contact center needs. See below where CXone stacked up and why it […]
Read
Due to popular demand, we’ve expanded the Interactions.edu agenda and added select sessions to repeat on Thursday, May 17, giving you more chances to experience the powerful and immersive sessions with an extra day of learning. As part of the Premium Pass, Interactions.edu sessions are structured to help you boost your knowledge, reach higher productivity and […]
Read
Buying a self-help book doesn’t do any good if you don’t follow the advice within it. Having a nutritionist develop you a tailored diet plan doesn’t do any good if you don’t follow the diet. It goes without saying that you only reap benefits from your investments if you actively utilize them! However, every day, […]
Read
NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
