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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agent productivity

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

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Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can […]

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Conducting Effective Contact Center Quality Calibrations

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Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what is being measured and validates that responses are consistent from everyone on the team. Commercial Quality applications offer calibration and reporting capabilities that […]

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Focus on Security and Infrastructure – From NICE inContact’s CISO

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With the increased profile of information security and compliance in recent months, NICE inContact has taken an even more vigilant stance than ever on protecting our infrastructure and our customer’s accounts. As the Chief Information Security Officer of the company, my role focuses on developing and maintaining an envelope of security over all our services […]

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icuc 2017

ICUC 2017 Checklist

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Before you know it, you’ll be in Vegas for three terrific days for ICUC 2017 at NICE Interactions. To help you prepare, here’s your quick checklist: Download the Interactions ICUC app. Find your invite email for download instructions. Then set up your profile and create your schedule. The app is your go-to guide for everything […]

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icuc 2017 mojo award finalists

Announcing the 2017 inContact Mojo Award Finalists

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The 2017 inContact Mojo Awards represent the best in our industry, reflecting great commitment, concepts and creativity. We are excited to recognize our users who have achieved excellence and drive superior contact center experiences. The nominations this year were outstanding and speak to the growth of the contact center industry. The finalists for the 2017 […]

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How to Assemble Your Implementation “Dream Team”

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We all remember the Dream Team. You know, the US Men’s basketball team from the 1992 summer Olympics in Barcelona? What some sport journalists claimed was the best team of athletes ever assembled? Alright, well if you lived under a rock during the early 90’s – or better yet, weren’t born – I’ll frame it […]

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To Unlock True Benefits of Digital Transformation, Moving to the Cloud is First Step

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As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud.  Sheila McGee-Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the […]

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call center customer experience evolve 2017

How Contact Center Customer Experience Will Evolve in 2017

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Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? […]

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