Transforming Customer Experiences

The NICE inContact Blog

Category: Contact Center Trends & Insights

1016 blogs
A contact center agent works from home during COVID-19

Contact center supervisors: Practical advice for boosting remote agent engagement

COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all. (AND WE THANK YOU!)
Burning Questions: PCI Compliance in the Contact Center

Burning Questions: PCI Compliance in the Contact Center

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. In most cases, it is personal information that is leaked, but those problems compound for both users and companies when payment information is exposed.
Contact Center Leaders Advise How to Manage Your Team During a Crisis

Contact Center Leaders Advise How to Manage Your Team During a Crisis

Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. COVID-19 contact center Business Continuity Planning has taken top priority.
5 Signs You Need to Improve Your Contact Centre’s Agent Experience

5 Signs You Need to Improve Your Contact Centre’s Agent Experience

What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX). And the improvements you make to your agent experience can have a profound impact on your contact centre’s customer experience.
5 Reasons Why Business Process Outsourcers are Transitioning to Cloud

5 Reasons Why Business Process Outsourcers are Transitioning to Cloud

With contact centre BPOs around the globe migrating from on-premise to cloud technology, competitive organisations are left asking: is my BPO next? On-premise or single-tenant hosted contact centre BPOs are making the move to cloud; whether the result of an organisation-wide initiative, the desire to scale, a move towards centralisation, feature limitations or for a variety of other business reasons. But what motivations lie at the core of this migration to cloud? What’s to gain from moving to the cloud?
Park City Utah Women in Tech

Senior Engineering Manager on a Lifelong Career as a Woman in Tech

Today’s software engineers are far from stereotypes. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc. In honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Meet Meryl Sonon, Senior Engineering Manager in NICE inContact’s R&D organization.

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