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...

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...

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...

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...

“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...

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...

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...