analytics

Curious How Analytics Can Impact Your Quality Management?

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Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the […]

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Oscar health

CXone Workforce Management Enterprise: A Game Changer for Oscar Health

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As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual scheduling and forecasting process was having an unhealthy effect on productivity and customer service. So the company turned to NICE inContact for the solution: CXone Workforce Management Enterprise. Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly […]

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auto attendant

What is an Auto Attendant?

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Chances are good that you encounter Auto Attendants almost daily. They are easy to recognize: For this, press 1. For that, press 2…. If you have ever called a business and been presented with choices without the intervention of a receptionist, then you have “met” an Auto Attendant. Businesses of all types and sizes use virtual receptionists to route their customer’s calls based on a menu selection.   “Please listen closely, as our menu options have recently changed…”   Auto Attendants are like a virtual switchboard, often replacing the […]

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cloud option

Cloud, Cloud, What Cloud do You Choose?

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The term cloud computing dates back to 2006. Fast forward and there has been a phenomenal growth and evolution in this space. Every business understands the cloud imperative and their enterprise stack has very many flavors of cloud. Contact centers have traditionally been slow in cloud adoption, currently about 49% of contact centers have some […]

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nice incontact high marks

Customers Give NICE inContact High Marks

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When it comes to customer satisfaction, one company stands out from the competition, according to research conducted by DMG Consulting LLC.  In the report, NICE inContact CXone—the #1 cloud customer experience platform globally—received the highest product satisfaction rating from customers, as well as the highest rating for overall vendor satisfaction. This is especially important because […]

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american homes 4 rent

How American Homes 4 Rent Is Using CXone to Retain and Engage its Best Agents

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Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed […]

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AI

Stop Ignoring the Impact AI Can Have on Your Business TODAY

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With all the hype and promised potential of AI, how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, […]

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interactions

Gain First-hand Technical Learning with Our Expert Instructors at Interactions EMEA 2019

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Sharpen your skills and transform your career by attending Interactions.edu and take your Interactions EMEA 2019 experience to the next level! Interactions.edu offers a multitude of sessions delivered by our expert education specialists and business consultants, which are built upon an extraordinary reputation for great content. Interactions.edu is all about hands on training, getting tips […]

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