Transforming customer experiences

The NICE inContact Blog

Read more blogs by Gerald Sinclair

9 blogs

Stay in Sync with Effective Calibration

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and...
call center coaching

6 Steps to Improve Call Center Agent Coaching

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call. Supervisors pull their hair out anticipating another 1-on-1 conversation with an unruly, eye rolling agent who hasn’t grasped...
Sherlock Holmes

Driving Your Contact Center with Analytics

“Data! Data! Data! I can’t make bricks without clay!” Sir Arthur Conan Doyle In the age of Big Data, more organizations are turning to analytics to provide insight into, amongst other things, their services, agents, customers and back office. Why, you ask? In the above quote by Sir Arthur Conan Doyle; his famous fictional detective Sherlock Holmes could...
multichannel omnichannel customer experience

Multichannel vs. Omnichannel and its Impact on Customer Experience

If you are in the customer service industry you probably have heard the terms “multichannel” and “omnichannel”. Commonly used when discussing customer experience, these new buzzwords are often used interchangeably and can be confusing to organizations. By examining and better understanding these terms, we can add clarity and speak to how these impact customer experience.Multichannel The term...
old jeans

Speech Analytics: Those Old Jeans in the Back of the Closet

It’s funny how popular things fall out of fashion just to trend again at some later point. For example, skinny or “ripped” jeans were very fashionable in the 80’s. Popular TV shows, big hair bands, Madonna and other artists, all created a phenomenon with those types of jeans. Moving into the 90’s and early 2000’s, the trend...
contact center tools

Contact Center Tools of the Trade

In any industry, there are specific tools that are needed to succeed. If you asked a carpenter what tools he carries with him at all times in his tool belt, you would probably receive a response such as a tape measure, hammer, utility knife, chisel, framing square, and many others. Just as carpenters utilize specific tools for their...