Transforming customer experiences

The NICE inContact Blog

Read more blogs by Gavin Gustafson

33 blogs
workforce engagement management gartner magic quadrant award

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision. We feel this positioning is due to significant growth, large market share, and innovation leadership in product development by NICE and believe it highlights the enterprise as paving the way in the Workforce Engagement Management category. NICE continues to...
customer service

New Research Confirms – Honey Preferred Over Vinegar Part Two

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. In honor of National Customer Service Week, we are going to take a...

New Research Confirms – Honey Preferred Over Vinegar Part One

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. Please download the full report for complete details.In honor of National Customer Service...
outbound calling guide

Eight Seconds or Less: A Guide to Outbound Calling

A 2015 study by Microsoft concluded that the average person’s attention span was just 8.25 seconds. To put this into context, a goldfish has an attention span of 9 seconds; almost a full second longer than ours! While this news is slightly disturbing, it does provide valuable insight into how important the first ten seconds are for...
call center channel

3 Reasons to Focus on Your Weakest Customer Service Channel

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & SullivanThis is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of staying up-to-date on...
call center data insights

Sell the Value of Data Insights to the C-Suite

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics.There are three primary points to cover...
speech-analytics-624x396

The Customer is Changing: Decipher the Clues

No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need "Big Data" to find them. Every customer interaction has...

Ready to transform the way you achieve
your customer experience goals?

Call us to talk to a specialist
Call us at 1-866-965-7227 to talk to a specialist
Call
Live chat with a specialist
Live chat with a specialist
Chat
Learn more about our solutions
Learn more about our solutions
Request a Quote