Transforming customer experiences

The NICE inContact Blog

Read more blogs by Pazia Dwyer

5 blogs
insights

Industry Insights: WFM Best Practices in the Contact Center

Workforce Management (WFM) is all about assigning the right employees with the right skills to the right job at the right time- all to benefit overall contact center operations and ultimately customer service. Based on our experience, WFM in the contact center can and should be fluid; meaning managers must continue to evolve their techniques to achieve...
insights

Mentoring and e-Learning: Six Simple Rules for Education

Ongoing learning is vital for professional success and growth. As in many other industries, the contact center provides the opportunity for education in two main ways – through informal mentoring and through more formalized training and e-learning. Through the combination of these methods, team members can gain valuable skills and insights to better perform for the center...
insights

Leveraging Outbound Offerings in the Contact Center

Are you looking for some expert advice to complement your contact center? Couldn’t make it to ICUC 2012? Look no further. From now until the end of the year, stay tuned to our new blog series, Industry Insights. In this six post series, best practices from your world and ours will be featured on the inContact Blog....
ICUC 2012

ICUC 2012- It's a Wrap!

The annual inContact User Conference (ICUC) is a chance for customers to mingle, network, and learn best practices from their peers and industry experts. ICUC 2012 was a major success with a 40 percent increase in attendance and more customer-led breakout sessions than ever before. Centered on the changing landscape of customer service, ICUC took a thought leadership...

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