Transforming Customer Experiences

The NICE inContact Blog

Read more blogs by Greg Smart

55 blogs

Queues Aren't Just for Call Centers...

Recently, I was visiting with an inContact customer who was setting up a new queue for their receptionists. This was challenging during the first day because the reception desk wasn’t accustomed to answering calls from a queue. However, once the first half hour pased and they were starting to get the hang of it...they LOVED...

Plan B is Plan A...

Plan B is Plan A... When it comes to disasters the wrong thing to do is to have a "recovery". What you really want is a plan for sidestepping the unexpected disaster and moving on to Plan B without even breaking a sweat. Good planning and thinking through the potential problems before there is a...

Is There Such a Thing as an Average Customer

I found these pictures by Face Research to be very interesting. I hope you do too. I was thinking that if we can take pictures of people and average them together, then I wonder if there is value in taking customers and averaging them together too. Is there such a thing as an average...

The Human Brain is Amazing... Are Your Agents Using Theirs

The human brain is an amazing piece of work. Ars Technica published a fascinating article on the comparison of the human brain and the world's computing resources. It got me thinking that we employ agents in our call centers who are each equipped with their own personal human brain with all of this capability....

You Can't Improve What You Don't Measure...

There was a great infographic put together for Zendesk on the true cost of bad service. I know we have all experienced bad service before, and we always think of the cost in terms of customer loss. However, I don't see many places actually measuring the cost of poor customer service. I was really glad...

Skills are Important but Attitude is Critical

The title of a blog entry at Harvard Business Review caught my eye, "Hiring for Attitude, Train for Skill" the other day. It is a terrific article that I would recommend to all of you. The article highlights three different examples of where companies are hiring people for their attitude and not for their skills...and getting great...

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