Transforming customer experiences

The NICE inContact Blog

Read more blogs by Joe Dean

23 blogs

All for One and One for All

If you have worked in call centers for some time, you have seen Workforce Optimization morph quite drastically over the past decade or so. What began as a couple of systems now composes more than eight distinct functions ranging from workforce management to QM to eLearning. In the rush to build these capabilities, well over...

Loyalty Helps in Hard Times

I read an article in the Wall Street Journal recently titled "Retailers' Holiday Hinges on Discounts". With today's economy, maintaining sales volume often comes at the cost of steep discounts that eat into the bottom line of the retailer and even the manufacturer of the products they sell. Unfortunately, this is unavoidable for many, but...

K.I.S.S.!

You have probably heard this acronym before: "Keep It Simple, Stupid!" Simplicity has been a key tenant in the product design world for a long time. Strike the right balance of features and simplicity of use and your product will soar. As a Product Manager, I try to live this in everything I...

Stop Trying to Delight Your Customers

WHAT!? No, you didn't read that wrong. This is the premise behind an article in the July/August issue of Harvard Business Review. The authors of this article argue that exceeding customer expectations has minimal impact on the customer's loyalty; instead, the true driver of loyalty is the effort it takes on the part of...

Beware of the [VoC] Traps!

People often think that if they are capturing and analyzing customer feedback then they are better off than not collecting it at all, but be careful; if you are misinterpreting the data, it may lead to decisions that may be more damaging than ignoring your customers all together. In his article on CRMExchange, Lior Arussy identifies...

Great Customer Service in Action

When you ask people today which companies they associate with fanatical customer service, you often get only a handful of names back; the online shoe and apparel retailer Zappos is one of those companies. In the July/August 2010 issue of Harvard Business Review, Tony Hsieh, CEO of Zappos, shared insight into how he helped revolutionize customer...

The Effect of the At-Home Model on Customer Satisfaction

A recent research brief published by FurstPerson made some interesting observations regarding the effects of moving high performing agents into an at-home model and its effect on overall customer satisfaction and loyalty. A common practice for contact centers is deploying a mixed-mode model, using at-home opportunities as a reward for high performing agents....