Transforming customer experiences

The NICE inContact Blog

Read more blogs by Todd Hess

10 blogs
25% off inContact Training

25% off for inContact Education

inContact’s education services, which is part of our professional services organization, is offering 25% off their instructor led education packages if booked by March 31, 2012. Need help with Studio scripting? Want additional training on reporting or do you have other training needs? Select from webinar sessions, live instructor-led training at our Salt Lake headquarters, or have...
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Social Listening

I have a good friend who runs the social media monitoring for his company. Over the holidays there was an incident at one of his company’s locations that caused a huge stir and 1000+ tweets, Facebook posts, etc. by customers, their friends, and others. The company handled the customer’s issue, one they had never come across before,...

So Done With It

I just went camping with a group of friends for the weekend in the Unita National Forest, which is a beautiful mountain range east of Salt Lake City. On Saturday a few of us went on a hike to Heart Lake. This hike started on the top of a ridge and went down a steep hill and circled...

Agents Just Want to Know How to do a Good Job

I was recently at a customer site when they went live and had the opportunity to sit down one-on-one with their seasoned agents and train them on their new cloud-based contact center software. What stuck with me most was that these agents wanted to know more than just how to handle their calls and emails coming in; they...

Bringing on Web 3.0 Part II

If Web 2.0 technology consists of wikis, blogs, simulations, user-generated learning content, shared workspaces, virtual worlds, and simulations what is Web 3.0? As I wrote in my first blog in this series, Web 3.0 is the way of making the technologies of Web 2.0 work smarter. The American Society for Training and Development (ASTD) recently published a study...

Bringing on Web 3.0 Part I

I drive a vehicle that has been converted to run on compressed natural gas (CNG). I bought this vehicle because I wanted a pickup truck but didn’t want to pollute the air with its "not so great" gas mileage and pay the high gas prices. CNG burns clean and is less than a third of the price...

The Social Web and Corporate Training

I was recently on my flight home from the annual American Society of Training and Development TechKnowledge 2011 (TK11) conference in San Jose, CA. I just couldn’t wait to blog about what I learned at the conference. Putting aside the fact that the weather was in the high 60s to low 70s – while Utah was single...