Transforming Customer Experiences

The NICE inContact Blog

Read more blogs by Lane Winward

12 blogs

Reverse Mentoring Gains Renewed Momentum in the Workplace

Jack Welch, former CEO of General Electric, has been credited with helping to spread the popularity of a very helpful cross training technique called "Reverse Mentoring". Back in the '90s, he realized that GE management had much to learn about the Internet, so he mandated that top executives at the company (including himself) take on a reverse...
luggage transport

You Screwed Up and it Made You Millions!

Mistakes happen. Sometimes they happen all too often. Mistakes in manufacturing, mistakes in customer service, mistakes by employees, mistakes by managers; all of these can be quite costly to any business. Of course, many mistakes are personal or local and a quick training or reminding of correct processes helps ensure that the mistake will not happen again...

Compared to the Payout the Cost is Nothing!

I watched a trucker finish filling up his gas tank the other day. I was truly astonished at the $680.00 charge for a single fill up. I had thought that the $55 to fill up my own tank was outrageous. I was shaking my head in derision at the cost when he smiled and said. "I...
schedule

Wipe Out the Illusion of Staffing Schedule Adherence

When it comes to workforce management, adherence is a tricky thing to deal with, that is for sure. For such a simple concept, there are so many theories and definitions surrounding what adherence actually is, how it should be calculated, and how it should be handled. Personally, when I am doing WFM consulting, I like...
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Status Unavailable; The Black Hole of Contact Center Profits Part III

Part III: Implementing your Unavailable code policy In Part I, we discussed the importance of understanding the proper use of unavailable (often called AUX) codes. In Part II we discussed the necessity of defining them properly. Here in Part III we will discuss how to create a wonderfully successful program that will assist in implementing new and thriving...
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Status Unavailable; The Black Hole of Contact Center Profits Part II

Part II: Accurately Defining Unavailable (AUX) Codes As discussed in Part I, contact center agents are hired to be available to work handling contacts for complete shifts (whether 8 hours or otherwise). But during the average 8 hour shift, agents will quite commonly only be available and taking calls for about 5.5 hours. I have consulted with many...

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