Transforming customer experiences

The NICE inContact Blog

Read more blogs by Lori Stout

5 blogs
after call work

That’s a Wrap: 2 Simple Ways to Trim After Call Work

After call work (ACW) is a lot like holiday shopping. You leave your “interaction” at the mall and arrive home with your arms full of boxes and bags and gifts. You wouldn’t simply throw it all in a heap for the recipients to sort out later, would you? Of course not. Instead, you carefully wrap each one...
average talk time

Average Talk Time: The Little Metric with Big Insights

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While average handle time...

WFM vs. WFO: What’s Under the Hood

Now that we are a part of NICE, the industry leader in Workforce Optimization (WFO), it is more important than ever to understand our entire portfolio of offerings. One area where there has been confusion is Workforce Management (WFM) versus Workforce Optimization (WFO). So what is WFO? Is it the same as WFM? Does it even matter?...
outbound dialing strategy

5 Tips for a Better Outbound Dialing Strategy

When it comes to outbound dialing, everyone wants the same thing--to achieve the highest connection rates possible, resulting in the maximum amount of closed sales, collections, or donations. Dialing technology has come a long way from the days of manual dials from endless lists. Predictive dialers facilitate continuous connections, keep agents busy on the phone and boost...

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