ccaas

Modernize your Contact Center with Contact Center as a Service (CCaaS)

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In my last post, I talked about how a contact center specific solution would not only give your contact center purpose-built features, but also explained how a contact center specific solution can help reduce the cost and scope of your upgrade. The next question in our decision framework is: “Is owning and managing technology the […]

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product

Turn Your Contact Center Service Agents into Product Gurus

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James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.” This is a product-centric view of business and it makes a […]

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dreamforce 2018 demo jam

Don’t Miss NICE inContact CXone at the Dreamforce 2018 Demo Jam!

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In just about a week, we will be showcasing our Salesforce integration at the Dreamforce 2018 Demo Jam! Stop by the Service Theater in the Marriott at 10:30am on Sept 27th when we throw down our best 3-minute demo against 6 competitors and YOU decide the winner! You can get a sneak peek here: Why […]

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quality monitoring

New Ways to Think About Contact Center Quality Monitoring

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Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities […]

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idea

Product Idea? Come to the NICE inContact Customer Community!

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Gone are the days of submitting a Product Enhancement Request to your technical representative and wondering what is going on with it. With IdeaConneXion you’ll be able to submit your own request where it will be shared with other customers to vote and comment, search and weigh in on other customers’ submissions, and view the current […]

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customer service metrics guide csat ces nps

Customer Service Metrics Guide: CSAT vs. NPS vs. CES

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In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my […]

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gamification

Build Success with Your Contact Center Gamification Efforts

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Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition. Often with some sort of corkboard display to track and monitor the completion and performance. I’ve managed and created large […]

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diversity

Embrace Tenure Diversity in Your Contact Center

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Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees From the outside, we often have the inclination to make false […]

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